Client Support Analyst Hybrid or Remote
Client Support Analyst Hybrid or Remote
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
As an NRG employee we encourage you to think creatively and proactively about your career choices. Our work environment is dynamic and the career opportunities across our businesses offer variety and challenge. Providing career growth to our own employees is critical to our ongoing successtake charge of your career goals and empower your future!
Job Summary:
The Client Support Analyst is a key member of the Customer Experience Customer Operations team and is primarily responsible for:
- Supports the full lifecycle of customer service requests and issues
- Advocating timely complete and customercentric resolutions
- Puts the Client/Team first through case queue management training and onboarding activities
- Ownership of problem resolution and analysis while contributing to the development of new processes and procedures
- Building reinforcing and maintaining a customer and salescentric culture
- Building and leveraging a strong internal network of stakeholders to support timely and accurate issue resolution
- Driving change within the business to improve the customer experience by identifying creating and implementing innovative practices
Essential Duties/Responsibilities:
- Serve as the accountability point for assigned casework and training issues
- Accountable for engaging necessary stakeholders collaborating facilitating and leading crossfunctional teams to address customer impacting issues and processes making recommendations and seeking approvals where necessary for process change.
- Proactively communicate status of issues and overall success of the team to leadership as well as sales/customers to ensure trust is built at every level of the organization and communicate challenges as well as successes
- Thoroughly analyzing and resolving inquiries while providing comprehensive responses accordingly to customers sales and brokers
- Advocating internally to ensure recommended course of action has been followed
- Work across the organization to champion change to improve the customer experience through customer advocacy
- Ensuring the timely resolution of all customer issues by identifying and managing the crossfunctional stakeholders needed for remediation while achieving the preestablished service level time frames
- Serve as a key stakeholder in related initiatives to improve customer experience across the business as assigned including assisting other Customer Experience teams
- Track and maintain interaction data for analysis of customer trends by updating NRGs customer systems
- Mitigate risk of loss of revenue through ensuring compliance with company policies
Working Conditions:
- Open office environment
- Travel could be expected no more than 10
Minimum Requirements:
- Undergraduate degree preferred or
- 2 Years relevant work experience
Additional Knowledge Skills and Abilities:
- Critical thinker focused on root cause problem solving while always maintaining a sense of urgency
- Ability to lead crucial conversations when engaging with all parties
- Excellent oral and written communication skills including ability to present at all levels of the organization
- Ability to provide thought leadership on complex customer impacting issues sometimes with limited factbase
- Ability to excel in a fastpaced dynamic environment; effectively managing multiple activities and meeting deadlines
- Must have a positive cando attitude.
- An understanding of North American gas and power markets and operations a plus
- Strong analytical abilities
- Excellent interpersonal skills with an ability to work effectively with crossfunctional teams
- Resourcefulness to work with limited supervision while managing team members while making rational decisions that impact customer satisfaction and financial outcomes
- Excellent working knowledge of Microsoft Excel and PowerPoint
Physical Requirements:
- Frequent opportunity to move about
At our NRG Business we win for customers for employees and for stakeholders. We are the entrepreneurs of the energy industry resourceful and passionate by nature. But we dont win alone; every person understands and values the collective and exceptional talent from across the organization inviting supporting and empowering everyone to bring their best effort. And together we tackle challenges by bringing our A game every single day.
#CBPR
NRG Energy is committed to a drug and alcohol free workplace. To the extent permitted by law and any applicable collective bargaining agreement employees are subject to periodic random drug testing and postaccident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability Level Title and/or Salary may be adjusted based on the applicants experience or skills.
Official description on file with Human Resources.
Required Experience:
IC
Employment Type
Full Time
