Sales Operations Analyst

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Summary:
Sales Analyst supports sales in creating contracts, reviewing for accuracy, ensuring exceptional customer experience. Manages the effectiveness of business processes, conducts analysis, makes recommendations, develops documentation/standard work, coordinates and trains implementation of approved processes. Sales Analyst provides solutions and analysis for BMF/ACP sales team and customers by performing a variety of tasks and projects as required by management and to retain and acquire customers.   

Essential Duties/Responsibilities:

• Responsible for creating contracts, EFLs, vendor ID.
• Make outbound calls directly to customers to request information or communicate issue status updates as required. 
• Analyze customer accounts, spreadsheets and databases to resolve complex customer inquiries.
• Validate data obtained from various sources to confirm report data and information meets customer needs and is accurate including but not limited to account history data, payment data, usage data, bill rate, tax rate, and address information.
• Lead the implementation of customer reporting requests for review and distribution to customers or internal teams.
• Prepare presentations and ad hoc reports and presents or delivers to upper management, customers, and sales team.
• Record all requests in designated issue tracking and issue escalation data repositories for trend analysis.
• Independently run scheduled reports and data uploads to meet deadlines for internal parties and external customers or manage project with reporting team to achieve automation.
• Share information regarding deregulated market and brand policies with customers and team based on experience and knowledge acquired.
• Ask the “why’s”, takes ownership of issues and will search to find the root cause to help avoid issues downstream.
• Develop documentation and conduct training for the new members to our team or launch of new processes or systems.
• Development of Standard Work documents in coordination with Manager.
• Manage small projects and miscellaneous tasks assigned my management.
• Perform other duties as assigned.

Minimum Requirement:

• 1 to 4+ years’ experience directly supporting staff members in a problem-solving, research, or sales capacity. 
• Strong analytical/technical aptitude.
• Attention to detail.
• Must be proficient in Microsoft Tools: Word, Excel, Outlook. and Teams

Preferred Requirements

• Knowledge of the deregulated utility industry is helpful.
• Bachelor's Degree

Education:

• Bachelor’s degree preferred.

Additional Knowledge, Skills and Abilities:

• Proficient written and verbal communication skills required including excellent listening skills.
• Excellent PC skills required with advanced level Excel skills to independently create and analyze spreadsheets.  Advanced math skills and analytical ability necessary to respond to billing, payment application, TDSP charge and enrollment transaction inquiries.
• Basic knowledge of SAP, CCS, Siebel, IRW and BW software.
• Courteous, patient, energetic and an enthusiastic personality with professional demeanor.
• Ability to multi-task and remain composed under pressure.
• Basic knowledge of deregulated Market rules and internal processes required to support the assigned customer base.
• Possess in depth knowledge of the deregulated ERCOT and Non-ERCOT markets to explain exception situations, basic billing situations and amendment process requirements to customers.
• Ability to perform data comparisons utilizing VLOOKUP functionality in Excel.
• 2+ years’ experience in deregulated work environment.

Physical Requirements:

• Majority of work performed on a personal computer in a seated position.
• Ability to use phone handset (headset optional).

Working Conditions

• Normal office environment and remote work location.
• Manage phone coverage.
• Overtime hours required as needed to deliver or launch projects.

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/Vet/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills. Official description on file with Talent.