NRG Careers

CSMR BUSINESS ANALYST

Date Posted: May 14, 2019

Location: Houston, TX, US

Company: NRG

Job Description

NRG is the leading integrated power company in the U.S., built on the strength of our diverse competitive electric generation portfolio and leading retail electricity platform. A Fortune 500 company, NRG creates value through best-in-class operations, reliable and efficient electric generation, and a retail platform serving residential and commercial businesses. Working with electricity customers large and small, we implement sustainable solutions for producing and managing energy, developing smarter energy choices and delivering exceptional service as our retail electricity providers serve almost three million residential and commercial customers throughout the country.

More information is available at www.nrg.com. Connect with NRG Energy on Facebook and follow us on Twitter @nrgenergy.

 

Job Summary:

The Business Analyst/Sr. Business Analyst is responsible for the analysis and resolution of global issues affecting Customer Support and Market Relations (CSMR), Customer Care, and the entire Retail organization.  In addition, the Business Analyst must monitor the effectiveness of business processes, conduct analysis, make recommendations, and coordinate implementation for system and process improvements resulting in timely and correct completion of customer issues.  In this role, the Business Analyst must develop skills and knowledge to effectively address and resolve issues across multiple functional groups including but not limited to Retail Operations, Information Technology, Marketing, Legal, and Regulatory.  

 

Essential Duties/Responsibilities:

  • Provide analytical and technical support to Customer Care teams for analysis of internal business processes and system capabilities to improve accuracy and efficiency related to the completion of global issues
  • Propose and implement solutions based on research and root cause analysis to prevent future complaints, issues, and errors from occurring
  • Understand and correctly apply business rules, utility tariffs, Public Utility Commission of Texas (PUCT) substantive rules, ERCOT rules, and the Texas Set Transactions to resolve an issue
  • Develop and document training requirements, training materials and provide training as required for the department, call center representatives, supervisors, and management
  • Implement initiatives that contribute to achieving our Retail objectives related to market share, brand metrics, and financial metrics
  • Prepare spreadsheets, graphics, and word documents as required for reporting, analysis, trending, documentation, and presentations
  • Interface diplomatically and build strong relationships with internal and external parties to resolve issues, respond to inquiries and correct all transaction related discrepancies
  • Handle sensitive customer issues with diplomacy and sound judgment

 

Minimum Requirements

  • High School diploma or GED equivalent
  • Minimum of 5 years of experience in technology design and implementation, business process development, training and performance management, or workforce management analysis
  • Minimum of 2 years of ERCOT experience in operations within the energy industry or retail operations
  • Minimum of 2 years of experience investigating customer impacting issues and driving enhancements to prevent repeat issues is
  • Strong project management skills
  • Strong relationship building skills

 

Preferred Qualifications

  • Previous experience using SAP CCS

  

Additional Knowledge, Skills and Abilities:

  • Strong work ethic
  • Must be an effective team player
  • High level of honesty and integrity
  • Able to prioritize and manage multiple tasks simultaneously
  • Able to work independently
  • Strong leadership skills
  • Project management experience
  • Excellent communications skills, both written and verbal
  • Able to maintain confidentiality
  • Strong decision-making ability and use of judgment
  • Demonstrates initiative
  • Challenges status quo and offers clear, logical and viable alternatives
  • Results oriented

 

  

Physical Requirements:

  • Majority of work performed from a seated position in front of a computer

 

 

Working Conditions:

  • Professional, fast-paced, high-intensity office environment


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
EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

Official description on file with Human Resources


Nearest Major Market: Houston

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