Retail Ops Analyst: Customer Care & Process Improvement

Constellation; Hurstbourne Acres (KY); On-site; USD 56,000 - 62,000; Full time

Job summary

Constellation is seeking a Gas Customer Care Analyst I to join our Retail Operations team in Kentucky. You will provide exceptional support to commercial and industrial gas customers, handling inquiries and resolving issues across billing, contracts and enrollment processes.

The role requires strong problem solving, communication and analytical skills, with collaboration across internal teams to ensure a smooth customer experience and timely issue resolution.

Qualifications

• Bachelor's degree or 2 years of equivalent experience.
• Proficient in Microsoft Office: Word, Excel, PowerPoint.

Responsibilities

• Serve as the primary contact for customer inquiries via phone, email and support channels.
• Resolve issues related to billing, invoices, contracts, pricing, enrollments and account maintenance.
• Educate customers on natural gas programs, market processes and company services.
• Maintain accurate customer records and documentation within CRM systems.
• Collaborate with Sales, Billing, Enrollment & Terminations and other teams to resolve concerns.
• Meet SLAs and customer satisfaction objectives.
• Support testing and process improvement initiatives.

Skills

Problem solving

MS Office

Customer service

Communication

Analytical thinking

Education

Bachelor's degree

2 years of equivalent experience

Tools

CRM systems

SQL

Job description

Constellation is seeking a Gas Customer Care Analyst I to join our Retail Operations team in Kentucky. You will provide exceptional support to commercial and industrial gas customers, handling inquiries and resolving issues across billing, contracts and enrollment processes.

The role requires strong problem solving, communication and analytical skills, with collaboration across internal teams to ensure a smooth customer experience and timely issue resolution.