NRG Careers

Regulatory Analyst - Customer Service

Date Posted: Nov 4, 2019

Location: Philadelphia, PA, 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.

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The Regulatory Analyst is responsible for promptly investigating, resolving, and responding to issues and concerns raised by NRG’s residential and small commercial customers across all NRG Energy retail brands in the Mid-Atlantic and Northeast regions. The Regulatory Analyst must be able to prioritize customer inquiries received from state public utility regulatory agencies, elected officials such as State Legislators, the Better Business Bureau and Company Executives to ensure timely response in compliance with agency requirements.  These complex issues require multiple skill sets, including strong oral and written communication skills as well as superior investigative and problem-solving abilities, intellectual curiosity and be able to work independently.  Additionally, the Regulatory Analyst is required to develop a strong grasp of NRG’s operational processes and general knowledge of state retail energy consumer protection rules for nine states and the District of Columbia and must be able to utilize such knowledge for effective resolution of customer issues.    


Essential Duties/Responsibilities:

  • Research and resolve issues received from various state agencies
  • Perform research and root cause analysis on customer accounts to determine the origin of customer and operational system issues and/or process gaps, as well as any trends
  • Speaking with customers by telephone and/or via email
  • Diffuse customer frustrations and establish a trusting relationship that creates confidence that the customer’s issues will be resolved quickly and accurately
  • Understand NRG Retail operations in order to correctly determine the root cause of customer concerns
  • Understand and correctly apply state rules, to resolve customer concerns
  • Compose official written responses for external and internal dissemination, which succinctly and accurately explains the escalation and resolution, as well as any enhancements within required deadline
  • Interface diplomatically and build strong relationships with state consumer protection and regulatory staff as well as internal stakeholders
  • Propose solutions to the Business based on research and root cause analysis to prevent future complaints, issues and errors from occurring


Minimum Requirements:

  • High School diploma or GED equivalent
  • Must have previous customer service escalation or resolution experience
  • Must have previous experience working with regulatory issues
  • Must have previous experience investigating customer issues
  • Must have exceptional written communication skills


Preferred Qualifications:

  • Bachelor's degree
  • Previous retail experience
  • Previous Call Center experience
  • Previous Energy/Utility experience


Additional Knowledge, Skills and Abilities:

  • Excellent problem-solving skills and ability to use good judgment to make decisions
  • Possess exceptional people skills enabling effective interaction with internal, external customers, peers, and management
  • Excellent interpersonal, listening, oral and written, communication skills
  • Patience and steady temperament
  • Demonstrated ability to handle difficult customers
  • Strong analytical skills and desire to research problems to seek resolution
  • Team player and is cooperative; can represent his/her own interests and yet be open to other ideas
  • Dedicated to exceeding the expectations of customers
  • Must be a creative thinker; be able to come up with new ideas to improve customer service standards
  • Willingness and ability to learn
  • Proficiency in Microsoft Office suite
  • Strong time management and organizational skills needed
  • Must be detail-oriented and able to multi-task




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
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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: Philadelphia