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Job Summary:

The Key Client Services Analyst, a member of the Key Client Services team, is primarily responsible for managing his/her 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 his/her portfolio of customers and brokers, as it relates to customer service. He/She must analyze and resolve problems, contribute to developing new processes, and utilize organic artificial intelligence (OAI) to enhance the customer experience, focusing on retaining and expanding customer relationships throughout 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 NRG.
• Develop and maintain strong internal and external relationships in order to expedite accurate and timely issue resolution for customer and broker portfolio.
• Proactively manage end-to-end service delivery for customers’ and brokers’ portfolio to ensure timely customer on-boarding (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 entire customer base, acting as the liaison 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 suggest opportunities to leverage new technologies or process to enhance customer experience through OAI, automations or eliminating waste.
• Proactively engage assigned customers and brokers on a regular basis to ensure service delivery is aligned with their expectation and account executive.
• 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 Services 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 enrollments exceptions to assure they are processed timely.

Working Conditions:

• Open office environment.
• Some overtime may be required as special projects arise.
• Travel could be expected no more than 25%.

Minimum Requirements:

• Minimum of five years relevant work experience.
• Strong communication skills (verbal and written), strong project management experience/skills and the ability to maintain composure under pressure.
• Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint, SharePoint, Visio and other database applications.

Preferred Qualifications:

• Bachelor's degree.
• An understanding of North American gas and power markets along with knowledge of competitive landscape.

Additional Knowledge, Skills and Abilities:

• Excellent oral and written communication skills.
• The ability to manage multiple priorities, work under pressure and meet deadlines, while working effectively with cross-functional teams.
• Must have a positive, can-do attitude.
• Can work independently to perform analytics and complex problem solving related to customers’ electricity and natural gas accounts.

Physical Requirements:

• Occasionally requires lifting as appropriate to perform duties and responsibilities.
• Frequent opportunity to move about.

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 post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Talent.