Client Services Analyst II

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Job Summary:

The Client Services ADROIT/ Operations representative provides support services for NRG Business' highest valued customers and Third Parties. The representative is responsible for performing a variety of routine tasks. These duties include written and verbal communication with customers, brokers, and internal parties to inform them of actions needed, follow up to requests as in departmental Standard Work documents and customer account research as needed. Defined processes and procedures are followed to enable delivery of an outstanding customer experience geared towards retaining and expanding the customer relationship.

Essential Duties/Responsibilities:

• Initiate and process customer journey On-Boarding communications.
• Process routine customer notifications for enrollment rejects, early move outs, turn downs and permit holds
• Process customer-initiated contract site amendment requests initiated through NRG's Online Account Management Portal (Add/Delete).
• Utilize systems including SAP, CCS, Siebel, ESG, OAM and others to research customer accounts.
• Counsel customers, Third Parties and internal team members on Market transactions, requirements, permit issues, notifications and all areas related to establishing new service and/or deleting service.
• Become an expert in the functionality available in the C&I Portal and assist customers in the use of the system and benefits.
• Maintain a thorough understanding of the market, the end-to-end customer lifecycle, and NRG products, services, and contracts to effectively process requests.
• Record all customer interactions and requests in designated issue tracking and issue escalation data repositories including Siebel Service Requests with detailed descriptions and customer authorizations as needed
• Provide feedback regarding departmental procedures to create efficiencies and streamline processes with a focus on improving the customer experience.
• Build and maintain an excellent customer relationship over the contract term by providing prompt, professional issue resolution and delivering relevant communication timely and accurately

Working Conditions:

• Fully remote work. Open office environment (when in-office)
• Some overtime required as workload dictates / resource constraints arise.

Minimum Requirements:

• Excellent oral and written communication skills, including an ability to effectively present to internal and external stakeholders.
• Excellent problem-solving skills and the ability to use good judgment to make independent decisions based on current business practices.
• Superior customer service skills.
• Excellent PC skills required with intermediate level Excel skills in order to independently create and analyze spreadsheets.
• Advanced math skills and analytical ability.
• Courteous, patient, energetic and an enthusiastic personality with professional demeanor
• Organized with attention to detail.
• Ability to work independently and comfortable in making rational and reasoned decisions that impact the client experience and financial outcomes.
• Ability to multi-task and work well under pressure, remaining focused and calm in the face of distractions and effectively adapt to new or changing situations.
• Thorough knowledge of deregulated Market rules and internal NRG business processes required to support the customer portfolio.

Preferred Qualifications:

• Customer Care or Operational skills experience a plus.

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.