As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You’ll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success—take the lead in shaping your career development, goals and future!Job Summary:The Key Client Service Analyst, part of the Key Client Services team, is responsible for managing an assigned portfolio of NRG’s highest valued customers and brokers by delivering exemplary personalized customer service. This role involves regular collaboration with multiple functional groups to assist in managing the service needs of the portfolio. The analyst will perform analysis and resolve issues while contributing to the development of new processes and procedures to enhance customer experience, aiming to retain and expand customer relationships throughout the service lifecycle.Essential Duties/Responsibilities:
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- Act as the main contact for lifecycle interactions with high-value customers and brokers across NRG's products and markets
- Build and sustain strong relationships internally and externally to quickly and accurately resolve issues for customers and brokers
- Oversee end-to-end service including but not limited to customer onboarding, account setup, and timely resolution of any issues arising throughout the customer lifecycle
- Analyze routine reports (daily, monthly, quarterly) for accuracy and completeness
- Create and prepare reports based on specific contractual agreements or ad-hoc requests utilizing large data sets, SQL queries or other internal sources
- Drive operating costs reductions by advocating for electronic billing and payment across the assigned customer portfolio, serving as the intermediary between technical teams
- Act as lead for NRG’s customer portals as it relates to activities supporting the Key Client Services customer and broker portfolios
- Identify and address opportunities for process improvement within Key Client Services, drive initiatives that streamline operations, enhance team efficiency, and elevate the overall customer experience.
- Contribute to initiatives aimed at enhancing the customer experience across the organization, by providing support for ongoing projects, including training for other Customer Care teams
- Regularly engage with assigned customers and brokers to ensure that service delivery meets their expectations and provide insights to the direct Manager
- Deliver an exceptional customer experience and proactively address any service delivery gaps identified through Net Promoter Scores or feedback surveys
- Protect revenue streams by handling contract amendments using departmental procedures, analyzing requests, validating data, contacting customers for clarification, follow up on status, and communicating enrollment exceptions promptly
- Travel could be expected by no more than 25%
- Bachelor’s degree in operations, business management, data science, information systems or related areas
- 5+ Years of relevant work experience
- Highly proficient in both oral and written communication
- Must possess a positive, can-do attitude
- Demonstrated proficiency in managing self-directed time, priorities and general workload while adhering to deadlines
- Excellent analytical & problem-solving skills, combined with the ability to provide high levels of customer satisfaction
- Proficient in using Microsoft Excel and PowerPoint
- General knowledge of Microsoft SQL Server, Power BI, and Artificial Intelligence tools is considered a plus
- An understanding of North American gas and power markets and competitors would be viewed as an asset
- Frequent opportunity to move about
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