Customer Relations Analyst

1 month ago

Houston, United States NRG Full time

As an NRG employee, we encourage you to take charge of your career and development journey. We invite you to explore exciting opportunities across our businesses. You'll find that our dynamic work environment provides variety and challenge. Your growth is key to our ongoing success-take the lead in shaping your career development, goals and future

Job Summary:

The Customer Relations Analyst role is imperative to the day-to-day business functions. This role is to support the Customer Journey through various channels of customer interaction via NPS, internal escalations, third-party complaints, state regulation adherence and customer communications. In this critical role you will support operational objectives by integrating data sources, reporting results and continuously identify gaps in the customer journey to connect back relevant key metrics/measurements. The CR Analyst will lead programs that drive engagement, satisfaction, loyalty, retention, and advocacy for the Home Protection customers.

Essential Duties/Responsibilities:

  • Manage all third-party complaints (BBB, State Attorney, DOI, litigation, etc.) to fruition and within adherence to regulations by agency and/or state. This would require customer engagement, claim evaluation/decision, independent discretion to override agreement guidelines to mitigate legal risk, litigation preparation and personalized responses to the third-party regulators without draft approval.
  • The focal point to execute remediation on high intense and sensitive complaints. Provide subject matter expertise, escalation support, communication, and guidance to contact center teams. Incorporate proactive measures to identify at-risk claims to mitigate complaint propensity.
  • Monitor controllable cost, such as claim severity, and pursue effective cost oversight responsibilities. This would include implementation of workflow audits to validate those operational metrics. This would not be limited to purchase order revisions and claim approvals.
  • Manage customer satisfaction by overseeing survey programs serving multiple business lines and stakeholders. This would include building new survey programs at different customer touchpoints to gage business practice for improvements.
  • Perform comprehensive root cause analysis to contextualize trends of customer complaints and NPS. Further the analysis with actionable plans that result in long-lasting and effective enhancements to the organization.
  • Participate in sprint reviews, UAT and/or remediation testing for enhancements, fixes and new products.
  • Other duties as assigned

Working Conditions:

  • Remote, with normal work schedule between 8am-5pm
  • Reliable home internet
  • Minimal Travel

Minimum Requirements:

  • Associates degree or equivalent experience of five-plus years in complaint management resolution
  • Leadership experience in a contact center environment
  • Proficiency in Microsoft applications (Excel, PowerPoint and Word)
  • Strong professional writing skills - internally and externally
  • In-depth knowledge of claims handling principles
  • Spanish/English bilingual

NOTE: If a candidate does not meet these requirements, Success Factors will automatically disqualify the candidate.

Preferred Qualifications:

  • Ability to document procedures that are clear and concise for business and department continuity
  • Ability to prioritize multiple projects simultaneously and under strict timeliness standards and guidelines
  • Ability to handle difficult conversations at various levels
  • Strong analytical and technical skills to process data into meaningful information
  • Ability to work in a cohesive team environment
  • Have dynamic leadership qualities

Additional Knowledge, Skills and Abilities:

  • Negotiation, mediation, and conflict management skills
  • Strong communication, presentation skills and ability to concisely articulate complex issues

Physical Requirements:

  • None.

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.

PDN-9d4da2b1-e72f-4a64-8ecd-52aee98ab4c5

  • Royalty Relations Analyst

    2 months ago

    Houston, United States Opportune Full time

    Position Description:The Royalty Relations Analyst will serve as a key member of the Land Administration team in our Northwest, Houston office with responsibilities including, but not limited to, the following:Field all client royalty relations inquiries (phone, fax, e-mail) and respond to each inquiry within the designated time frameEnsure completeness and...

  • Royalty Relations Analyst

    1 month ago

    houston, United States Opportune Full time

    Position Description:The Royalty Relations Analyst will serve as a key member of the Land Administration team in our Northwest, Houston office with responsibilities including, but not limited to, the following:Field all client royalty relations inquiries (phone, fax, e-mail) and respond to each inquiry within the designated time frameEnsure completeness and...

  • Royalty Relations Analyst

    2 months ago

    houston, United States Opportune Full time

    Position Description:The Royalty Relations Analyst will serve as a key member of the Land Administration team in our Northwest, Houston office with responsibilities including, but not limited to, the following:Field all client royalty relations inquiries (phone, fax, e-mail) and respond to each inquiry within the designated time frameEnsure completeness and...

  • Royalty Relations Analyst

    2 months ago

    Houston, United States Opportune Full time

    Position Description:The Royalty Relations Analyst will serve as a key member of the Land Administration team in our Northwest, Houston office with responsibilities including, but not limited to, the following:Field all client royalty relations inquiries (phone, fax, e-mail) and respond to each inquiry within the designated time frameEnsure completeness and...

  • Investor Relations

    2 weeks ago

    houston, United States Richard, Wayne & Roberts Full time

    Investor RelationsHigh-growth oil & gas industry leader focused on E&P exploration and production. Our client is seeking an Investor relations analyst. Lead Investor Relations efforts to strengthen relationships with analysts' buy-side / sell-side and investors. This position offers high company visibility working with all key executive and senior level...

  • Investor Relations

    3 weeks ago

    Houston, United States Richard, Wayne & Roberts Full time

    Investor RelationsHigh-growth oil & gas industry leader focused on E&P exploration and production. Our client is seeking an Investor relations analyst. Lead Investor Relations efforts to strengthen relationships with analysts' buy-side / sell-side and investors. This position offers high company visibility working with all key executive and senior level...

  • Investor Relations

    3 weeks ago

    houston, United States Richard, Wayne & Roberts Full time

    Investor RelationsHigh-growth oil & gas industry leader focused on E&P exploration and production. Our client is seeking an Investor relations analyst. Lead Investor Relations efforts to strengthen relationships with analysts' buy-side / sell-side and investors. This position offers high company visibility working with all key executive and senior level...

  • Investor Relations

    2 weeks ago

    Houston, United States Richard, Wayne & Roberts Full time

    Investor RelationsHigh-growth oil & gas industry leader focused on E&P exploration and production. Our client is seeking an Investor relations analyst. Lead Investor Relations efforts to strengthen relationships with analysts' buy-side / sell-side and investors. This position offers high company visibility working with all key executive and senior level...

  • Investor Relations Professional

    4 weeks ago

    Houston, Texas, United States Richard, Wayne & Roberts Full time

    Investor Relations SpecialistRWR is seeking an Investor Relations analyst to lead Investor Relations efforts to strengthen relationships with analysts' buy-side / sell-side and investors. This position offers high company visibility working with all key executive and senior level decision makers.Key Responsibilities:Leading Investor Relations efforts to...

  • Investor Relations Specialist

    2 months ago

    Houston, United States Richard, Wayne & Roberts Full time

    Investor Relations SpecialistHigh-growth oil & gas industry leader focused on E&P exploration and production. Our client is seeking an Investor relations analyst. Lead Investor Relations efforts to strengthen relationships with analysts' buy-side / sell-side and investors. This position offers high company visibility working with all key executive and senior...

  • Customer Relations Manager

    1 month ago

    Houston, Texas, United States Century Communities Full time

    Job Title: Customer Relations ManagerAt Century Communities, we are seeking a highly skilled and customer-focused Customer Relations Manager to join our team. As a key member of our customer service team, you will be responsible for ensuring a positive homebuying experience for our homeowners.Key Responsibilities:Manage all activities related to homeowners,...

  • Senior Financial Analyst

    4 weeks ago

    Houston, Texas, United States Occidental Petroleum Corporation Full time

    We are seeking a highly skilled Senior Financial Analyst to join our Investor Relations team at Occidental Petroleum Corporation.About the RoleThis is a key position that requires a strong understanding of financial markets and a proven ability to communicate complex financial information to senior executives and the investment community.The successful...

  • Customer Relations Associate

    2 months ago

    Houston, United States Servco Pacific Full time

    Customer Relations Associate Locations: West Oahu Time Type: Full time Posted: 19 Days Ago Job Requisition ID: R2851 The Customer Relations Associate greets all walk-in customers at Servco Leeward and makes customers feel comfortable by creating a warm and friendly environment. Responsibilities: Greets and assists customers in a professional and friendly...

  • Customer Relations Coordinator

    6 days ago

    Houston, United States ISYS Solutions, Inc. Full time

    General Summary:Proactively plans, schedules and conducts routine effective sales and marketing activities. Enthusiastically solicits business and communicates the value of ISYS’ services to target accounts/individuals. Sustains and increases sales outcomes among assigned accounts and territories in a manner consistent with ISYS’ corporate objectives,...

  • Customer Relations Coordinator

    6 days ago

    houston, United States ISYS Solutions, Inc. Full time

    General Summary:Proactively plans, schedules and conducts routine effective sales and marketing activities. Enthusiastically solicits business and communicates the value of ISYS’ services to target accounts/individuals. Sustains and increases sales outcomes among assigned accounts and territories in a manner consistent with ISYS’ corporate objectives,...

  • Customer Relations Coordinator

    6 days ago

    Houston, United States ISYS Solutions, Inc. Full time

    General Summary:Proactively plans, schedules and conducts routine effective sales and marketing activities. Enthusiastically solicits business and communicates the value of ISYS’ services to target accounts/individuals. Sustains and increases sales outcomes among assigned accounts and territories in a manner consistent with ISYS’ corporate objectives,...

  • Customer Relations Coordinator

    3 days ago

    Houston, United States ISYS Solutions (CA) Full time

    General Summary: Proactively plans, schedules and conducts routine effective sales and marketing activities. Enthusiastically solicits business and communicates the value of ISYS services to target accounts/individuals. Sustains and increases sales outcomes among assigned accounts and territories in a manner consistent with ISYS corporate objectives,...

  • Business Analyst

    3 weeks ago

    houston, United States Insight Global Full time

    Must Haves:-At least 3 years of experience -Bachelor’s Degree in related field-Expert within Excel (V-Look Ups / Pivot Tables)-Some PowerBI Experience-Presentation skills Plusses:-PowerBI Certified-Strong understanding of financial and budgeting concepts Day to Day:A client in Houston has a permanent opening for a Staff Analyst to join their Account...

  • Business Analyst

    2 weeks ago

    Houston, United States Insight Global Full time

    Must Haves:-At least 3 years of experience -Bachelor’s Degree in related field-Expert within Excel (V-Look Ups / Pivot Tables)-Some PowerBI Experience-Presentation skills Plusses:-PowerBI Certified-Strong understanding of financial and budgeting concepts Day to Day:A client in Houston has a permanent opening for a Staff Analyst to join their Account...

  • Business Analyst

    2 weeks ago

    houston, United States Insight Global Full time

    Must Haves:-At least 3 years of experience -Bachelor’s Degree in related field-Expert within Excel (V-Look Ups / Pivot Tables)-Some PowerBI Experience-Presentation skills Plusses:-PowerBI Certified-Strong understanding of financial and budgeting concepts Day to Day:A client in Houston has a permanent opening for a Staff Analyst to join their Account...