51 applicants

Company

NRG Energy · 4 hours ago

Client Advocate Analyst (remote)

Pennsylvania, United States

Full-time

Remote

Mid, Senior Level

5+ years exp

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EnergySolar

Comp. & Benefits

H1B Sponsor Likely

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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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Root cause problem solvingCustomer management systemsMicrosoft ExcelMicrosoft WordDe-escalation skillsNorth American gas marketsNorth American power markets

Required

Undergraduate degree in operations management or general business management

5+ Years relevant work experience

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.

Company

NRG Energy

Glassdoor

4.2

NRG Energy is an integrated power generation and supply firm that offers offsite solar, wind power, and smart grid retail services.

Founded in 1989

Princeton, New Jersey, USA

10,001+ employees

http://www.nrg.com/

H1B Sponsorship

NRG Energy has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (18)

2022 (17)

2021 (13)

2020 (18)