Welcome to the intersection of energy and home services. At NRG, we're all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers' lives easier-helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.
We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.
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The Client Advocate Analyst will be responsible for analyzing and advocating for complete resolution for non-standard, complex and/or escalated issues. The Client Advocate Analyst will be a critical thinker focused on root cause problem solving and mitigating of further or future customer impacting issues. They will serve as the primary contact for the life cycle of the respective issue and will champion and manage the resolution while providing follow up to customer and managing the process with the functional teams as necessary. The Client Advocate Analyst will monitor for reoccurring trends and take a proactive approach to eliminating reoccurring issues. The Customer Issue Advocate will be an expert in NRG services and products as well as resolution processes to effectively set the correct expectation with customers on the resolution journey.
Essential Duties/Responsibilities:
- Directly interact with customers via multiple channels, including phone, e-mail, chat, in a professional and expedient manner by thoroughly analyzing and resolving inquiries/issues and/or providing comprehensive responses accordingly
- Serve as point of escalation for escalated customer calls or issues and be an expert in resolution.
- Responsible for performing in-depth, end-to-end analysis on complex and non-standard customer issues utilizing the expertise of internal functional groups when necessary, relying heavily upon one's own analysis and abilities to research and rectify issue
- Able to utilize customer portal, reporting and billing systems to create and analyze reports to understand customer issues and can modify them into customer-friendly formats to help customers, brokers, or Sales teams understand the resolution.
- Ensure the timely resolution of all customer issues by identifying and managing the cross-functional stakeholders needed for remediation while achieving the pre-established service level time frames.
- Customer issues are related to, but not limited to, contracts, billing and payment across multiple systems, accounts and product offerings
- Accountable for working in conjunction with relevant functional groups to ensure resolution at first contact, including facilitating cross functional meetings as needed to address customer impacting issues and processes
- Act as the primary contact for resolution, communicating proposed resolution with customer, Sales and brokers, while advocating internally to ensure recommended course of action has been followed.
- Track and maintain interaction data for analysis of customer trends by updating NRG's customer management systems.
Working Conditions:
- Open office environment
- Travel could be expected no more than 25%
Minimum Requirements:
- Undergraduate degree in operations management or general business management
- 5+ Years relevant work experience
Additional Knowledge, Skills and Abilities:
- Critical thinker focused on root cause problem solving
- Must be able to de-escalate frustrated customers and provide them the confidence that we will resolve their issue.
- Excellent oral and written communication skills, and ability to position complex issues into customer friendly terms.
- The ability to handle multiple priority tasks, the ability to work under pressure and meet deadlines, and the ability to solve problems and make quick decisions.
- Must have a positive, can-do attitude.
- Must have comfort with a variety of computer software applications - Microsoft Excel and Word a plus.
- An understanding of North American gas and power markets and competitors.
Physical Requirements:
- 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/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.
EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)
Official description on file with Talent.
