Remote Customer Insights & Relations Analyst

Nrg Energy; Atlanta (GA); Remote; USD 65,000 - 85,000; Full time

Job summary

NRG Energy in Atlanta, GA is seeking a Customer Relations Analyst to support the customer journey across channels, analyze data sources, report results, and identify gaps that affect metrics for Home Protection customers.

You will lead programs to improve engagement, satisfaction and loyalty, manage third‑party complaints, and collaborate with contact centers to deliver proactive, compliant communications and remediation.

Qualifications

• Bachelor’s degree or five+ years in complaint management.
• Leadership experience in a contact center environment.
• Proficiency in Microsoft Office (Excel, PowerPoint, Word).
• Strong professional writing skills.
• In-depth knowledge of claims handling principles.

Responsibilities

• Manage all third-party complaints (BBB, State regulators, etc.) within regulations.
• Lead remediation on high-intensity complaints and support contact centers.
• Monitor cost drivers and implement workflow audits for operations.
• Oversee customer satisfaction surveys across multiple lines.
• Perform root cause analysis of complaints and propose improvements.
• Participate in sprint reviews, UAT and remediation testing.
• Create communications for Welcome Kits and customer communications.
• Review invoices related to customer communications.

Skills

Leadership experience

Strong writing skills

Communication skills

Analytical thinking

Problem solving

Education

Bachelor’s degree or equivalent experience

Tools

Excel

PowerPoint

Word

Job description

NRG Energy in Atlanta, GA is seeking a Customer Relations Analyst to support the customer journey across channels, analyze data sources, report results, and identify gaps that affect metrics for Home Protection customers.

You will lead programs to improve engagement, satisfaction and loyalty, manage third‑party complaints, and collaborate with contact centers to deliver proactive, compliant communications and remediation.