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The Customer Care Retention Analyst is responsible for identifying customers who request to terminate their services or whose services have been terminated (taken by other retailers), calculating ECC’s, ensuring ECCs are billed correctly and timely, as per contract. They are also responsible for monitoring these customers until they pay all their outstanding balances; if they are not paid, they will be sent to 3rd party collections. In total this Analyst is responsible for assisting customers with their accounts to ensure contract requirements are met, issues affecting customer accounts are resolved and, in general, providing customer service to ensure all aspects of customer satisfaction. The Analyst will manage customer account relationships to achieve or exceed customer expectation and required business results.
BROAD ACCOUNTABILITIES
Manage SLAs (Service Level Agreements) and KPIs (Key Performance Indicators) Maintain high Employee and Customer Satisfaction Maximize Customer retention Assure account Profitability
KEY ACCOUNTABILITIES
Accountable for delivery of Operational Excellence in support of Account Management Strategy. Utilize customer service tools and best practices to meet business requirements and customer expectations. Provide suggestions for process improvements that more proactively target and prevent potential issues. Achieve positive Customer Experience. Oversee the delivery of contracted services according to contract terms, as well as the customers’ satisfaction with those services. Provide input/support for accurate and timely client billing. Create and/or manage specific client workflows; sustain the integration of operational tools and processes with DE employees, products, systems, and Third-Party offerings to deliver operations and care services. Manage internal processes required to service and deliver DE’s capabilities to the clients. Collaborate cross-functionally with the Sales Team, other internal departments requirements. Create and/or manage client workflows; sustain the integration of operational tools and processes with DE employees, products, systems, and Third-Party offerings to deliver operations and care services. Work on projects and tasks as requested by the department manager. Support and uphold Team goals and objectives. Must work independently and as a team member in a fast-paced environment, communicate effectively and professionally with internal and external parties and maintain flexibility of work hours as the role requires.
Skills & Qualifications:
Bachelor’s or associate degree preferred, with 3-5 years of customer facing experience working in a team-oriented environment Strong work ethic, with a high degree of accountability and professionalism Excellent oral and written communication skills, the ability to: manage multiple priorities, work under pressure, meet deadlines, work effectively with cross-functional teams, solve problems, and make quick decisions. Must have a positive, can-do attitude. Excellent working knowledge of Microsoft Excel and PowerPoint
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/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.
EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)
Official description on file with Talent.