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Customer Experience Manager

2 months ago

Dallas, Texas, United States NRG Energy Full time
About the Role

We are seeking a highly skilled and experienced Client Services Analyst II to join our team at NRG Energy. As a key member of our Key Client Services team, you will be responsible for managing a portfolio of high-value customers and brokers, providing exceptional personalized customer service, and driving business growth.

Key Responsibilities
  • Customer Service and Support
    • Serve as the primary point of contact for high-value customers and brokers, providing timely and effective issue resolution and support.
    • Develop and maintain strong internal and external relationships to ensure accurate and timely issue resolution.
  • Portfolio Management
    • Proactively manage end-to-end service delivery for customers' and brokers' portfolios, ensuring timely customer onboarding, billing, and collection activity.
    • Resolve complex customer issues and requests related to contracts, billing, and payment across multiple systems and product offerings.
  • Reporting and Analysis
    • Coordinate and complete daily, monthly, and quarterly customer reports, analyzing for accuracy and completeness.
    • Assist in helping reduce operating expenditures by championing electronic billing and payment activity across the entire customer base.
  • Leadership and Development
    • Act as a lead for NRG's customer portal, OAM, as it relates to activities supporting the Key Client Services customer and broker portfolio.
    • Assess and suggest new methodologies to improve the overall support of the Key Customer Service customer base.
    • Proactively engage assigned customers and brokers on a regular basis to ensure service delivery is aligned with their expectations.
  • Customer Experience
    • Focus on delivering an outstanding customer experience as measured by Net Promoter Score or other surveys.
    • Proactively take action to address gaps in service delivery as highlighted.
Requirements
  • Education
    • Undergraduate degree in operations management or general business management.
  • Experience
    • 5+ years of relevant work experience.
  • Skills and Abilities
    • Excellent oral and written communication skills.
    • The ability to manage multiple priorities, work under pressure, and meet deadlines.
    • Can work independently to perform analytics related to complex problem-solving.
    • Must have a positive, can-do attitude.
    • Excellent working knowledge of Microsoft Excel and PowerPoint.
About NRG Energy

NRG Energy is a leading energy company committed to creating 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.