The Key Client Service Analyst, a member of the Key Client Services team, is primarily responsible for managing their portfolio of NRG's highest valued customers and brokers by providing superior personalized customer service. This position requires regular interaction with multiple functional groups to assist in the management and of their portfolio of customers and brokers, as it relates to customer service. They must perform analysis and problem resolution and contribute to the development of new processes and procedures to enable the delivery of an outstanding customer experience geared towards retaining and expanding the customer relationship customers on the resolution journey.
Essential Duties/Responsibilities:
- Serve as the primary point of contact for all lifecycle interactions as it relates to high-value customers and brokers across all product offerings and markets served by Direct Energy
- Develop and maintain strong internal and external relationships in order to expedite accurate and timely issue resolution for customer and broker portfolios.
- Proactively manage end-to-end service delivery for customers and brokers' portfolios to ensure timely customer onboarding (enrollment, welcome, and account set-up), billing, and collection activity including resolution and management of all issues originating during the customer lifecycle
- Resolve complex customer issues and requests related to contracts, billing, and payment across multiple systems and product offerings, working in conjunction with relevant functional groups to ensure resolution at first contact
- Coordinate and complete daily/monthly/quarterly customer or broker reports, analyzing for accuracy and completeness
- Assist in helping reduce operating expenditures by championing electronic billing and payment activity across the entire customer base, acting as the liaison between technical teams
- Act as lead for NRG's customer portal, OAM, as it relates to activities supporting the Key Client Services customer and broker portfolio
- Assess and suggest new methodologies that may be helpful in the overall support of the Key Customer Service customer base as well as maintain the existing processes and procedures to eliminate or re-develop those that have become obsolete
- Proactively engage assigned customers and brokers on a regular basis to ensure service delivery is aligned with their expectations and highlights insights tothe direct Manager
- Focus on delivering an outstanding customer experience as measured by Net Promoter Score or other surveys and proactively take action to address gaps in service delivery as highlighted
- Assist in related initiatives to improve customer experience across the business including but not limited to training Customer Relations Representatives on an ad-hoc basis
- Support new and existing projects which help to increase the productivity of the Key Client Service Team as well as the operational departments as a whole
- Process customer contract site level amendment requests according to established departmental procedures including initial analysis of request, validation of data, customer contact for clarification as needed, follow up on status requests, and communication of enrollment exceptions to ensure they are processed timely
Working Conditions:
- Open office environment
- Travel could be expected no more than 25%
Minimum Requirements:
- An undergraduate degree in operations management or general business management is preferred and not required
- 5+ Years of relevant work experience
Additional Knowledge, Skills, and Abilities:
-Excellent oral and written communication skills
-The ability to manage multiple priorities, work under pressure,e and meet deadlines, while working effectively with cross-functional teams
-Can work independently to perform analytics related to complex problem-solving related to customers' electricity and natural gas accounts
-Must have a positive, can-do attitude
-Excellent working knowledge of Microsoft Excel and PowerPoint
-An understanding of North American gas and power markets and competitors would be considered an asset
NRG Energy, Inc.
1201 Fannin Street
Houston
Texas United States
www.nrg.com/home.html
