NRG Careers

Customer Care Analyst

Date Posted: Nov 9, 2018

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 Connect with NRG Energy on Facebook and follow us on Twitter @nrgenergy.

Summary:  The Customer Care Analyst is responsible for the analysis and resolution of global issues affecting the Customer Care organization.  In addition, the Customer Care Analyst must monitor 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 Customer Care Analyst must develop skills and knowledge to effectively address and resolve issues across multiple functional groups including but not limited to Information Technology, Back Office Operations (including invoicing, service initiation, remittance processing), Consumer Operations, Marketing, Legal, Regulatory.  


Essential Duties/Responsibilities:

  • Identify and document technical system and process requirements for improved operational efficiencies and customer service related global issues.
  • 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 completion of global issues.
  • Gain cross functional support and approval for system and process changes from key stakeholders and Change Management Team to affect timely and complete implementation.
  • Develop and document training requirements, training materials.
  • Prepare spreadsheets, graphics, and word documents as required for reporting, analysis, documentation, and presentations.
  • Maintain close and ongoing relationships with internal customer facing groups as well as Back Office to affect timely response to customer issues.


Additional Knowledge, Skills and Abilities:

  • Strong work ethic.
  • Must be an effective team player.
  • High level of honesty and integrity.
  • Able to handle multiple tasks simultaneously.
  • Strong leadership skills.
  • Excellent communications skills, both written and verbal.
  • Results oriented.
  • Excellent personal computer skills, including all MS Office applications are required.
  • Strong in Microsoft Excel


Physical Requirements:

  • Occasionally requires lifting as appropriate to perform duties and responsibilities.


Working Conditions:

  • Normal office environment.
  • Some overtime required as special projects arise.


Education:  High School diploma or GED required. Bachelor’s degree in MIS, Accounting, Finance or Computer Science from an accredited college or university preferred.


Experience:  0-2 years experience in operations within the energy industry or retail operations in competitive consumer services or consumer package goods.  Strong project management skills and experience as well as relationship sales skills are preferred. Some experience with programing language pertaining to macros and excel formulas


Role Specific Duties/Responsibilities:

  • Responsible for monitoring key metrics and service levels with in Customer Care, identifying opportunities to improve metric performance and prevent performance degradation.
  • Responsible for implementing initiatives that contribute to achieving our Retail Mass objectives related to market share, brand metrics, and financial metrics,
  • Responsible for the implementation of creative business performance solutions involving people, systems and processes.
  • Create project schedules with the most expedient completion dates possible.
  • Create detailed reporting requirements and ensure the development of reports that allow for complete and effective monitoring of existing and newly implemented performance standards.

Role Specific Knowledge, Skills and Abilities:

  • Ability to identify and mitigate risks associated with potential process and/or system changes.
  • Ability to translate performance improvement opportunities into concise and complete business and functional requirements documents for use by IT.


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

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