Client Services Analyst II

NRG Energy; Houston (TX); Hybrid; USD 55,000 - 70,000; Full time

Job summary

A leading company in the energy sector seeks a Client Services Analyst II to enhance customer relationships and support high-value clients. This role involves onboarding, account research, and ensuring excellent service delivery. Candidates should possess strong communication and problem-solving skills, with a focus on customer satisfaction. The position offers a remote work environment with occasional in-office days.

Qualifications

• Excellent communication skills required.
• Strong problem-solving and judgment skills needed.
• Knowledge of deregulated market rules preferred.

Responsibilities

• Initiate and process customer onboarding communications.
• Advise customers on market transactions and service requests.
• Document all customer interactions accurately.

Skills

Communication

Problem Solving

Customer Service

Analytical Skills

Organizational Skills

Tools

Excel

SAP

CCS

Siebel

ESG

OAM

Job description

Join to apply for the Client Services Analyst II role at NRG Energy

The Client Services ADROIT/Operations representative provides support services for NRG Business’s highest valued customers and Third Parties. The representative performs routine tasks including communication with customers, brokers, and internal teams to inform them of actions needed, follow up on requests, and conduct customer account research. Following defined processes and procedures, the role aims to deliver an outstanding customer experience focused on retaining and expanding customer relationships.

Essential Duties/Responsibilities

1. Initiate and process customer onboarding communications.
2. Handle routine notifications for enrollment rejects, early move outs, turn downs, and permit holds.
3. Process customer-initiated contract site amendments via NRG’s Online Account Management Portal.
4. Research customer accounts using systems like SAP, CCS, Siebel, ESG, and OAM.
5. Advise customers, Third Parties, and internal teams on market transactions, permit issues, and service requests.
6. Become proficient in the C&I Portal to assist customers effectively.
7. Maintain understanding of market rules, customer lifecycle, and NRG products/services.
8. Document all customer interactions and requests accurately in issue tracking systems.
9. Provide feedback to improve departmental procedures and customer experience.
10. Build and sustain strong customer relationships through prompt and professional communication.

Working Conditions

• Remote work environment, with some in-office days.
• Overtime may be required based on workload.

Minimum Requirements

• Excellent communication skills, both oral and written.
• Strong problem-solving and judgment skills.
• Superior customer service skills.
• Intermediate Excel skills and proficient PC skills.
• Good math and analytical skills.
• Professional, courteous, and energetic demeanor.
• Organized with attention to detail.
• Ability to work independently and make rational decisions.
• Multitasking ability and adaptability under pressure.
• Knowledge of deregulated market rules and NRG processes.