Customer Care Analyst

Date:  Nov 16, 2021

Houston, TX, US, 77002

Company:  NRG

At NRG, we’re bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at Connect with NRG on Facebook, LinkedIn and follow us on Twitter @nrgenergy.



The Customer Care Performance Analyst in this role is responsible for the analysis and resolution of global issues affecting the Customer Care organization.  The primary area of focus will be supporting our Small Medium Business portfolio for all brands but will also have keen insight and possible responsibility within for our residential customers for all brands as well.


In addition, the Analyst must monitor effectiveness of business processes, conduct analysis, make recommendations, and coordinate implementation for system, process and performance improvements resulting in timely and correct completion of customer issues and meeting the Call Center performance metrics. In this role the Analyst must develop skills and knowledge to effectively address and resolve issues across multiple functional groups including but not limited to Information Technology, Marketing/Segment, Back Office Operations (including invoicing, service initiation, remittance processing), Consumer Operations, Marketing, Accounting, Human Resources, Legal, Regulatory, and Procurement.


In addition, the analyst will be responsible for all of the above duties as it relates to supporting any third-party service provider relations and processes.



Essential Duties/Responsibilities:

  • Act as a liaison between the customer care organization and third-party service providers
  • Act as a liaison between the customer care organization and other business units and departments
  • Primary business owner for SMB interacting with all brand business leads within this portfolio
  • Prepare KPI performance reviews, 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
  • Identify, document, and implement reporting processes & call forecasting processes between Work Force Management & Service Provider
  • Assist in Service Provider invoice reviews and overall budget management
  • Perform call center metrics and financial analysis
  • Assist in the monthly call forecasting and communication processes
  • Domestic and International Travel maybe required, based on the company’s overall travel guidance plan/recommendation; Must be flexible
  • Negotiation Skills
  • Perform customer care impact assessments for business rule and process improvement changes driven from a variety of business units and departments
  • Manage large and small changes into the customer care organization through coordination with key business and information technology teams
  • 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 and provide training as required for call center representatives, supervisors and management.




  • High School diploma, GED, or equivalent math and English skills required. Bachelor’s degree from an accredited college or university preferred.



  • At least 2 years in operations within the energy industry or retail operations in competitive consumer services or call center operations is required.
  • 1-2 years’ experience of analyzing data and looking for trends to improve performance.
  • Strong project management, leadership, and relationship skills are preferred.
  • Experience with Vendor/Service Provider Management also considered a plus.


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.
  • Keen attention to detail
  • Ability to look for trends and provide solutions
  • Is comfortable interacting with internal and external leadership teams
  • Is comfortable holding people accountable to commitments
  • SAP – CCS skills a plus.
  • Excellent personal computer skills, including all MS Office applications, are required


Physical Requirements:

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


Working Conditions:

  • Professional, fast paced, high intensity office environment.
  • Work schedule could start as early as 7:00 AM.
  • Overnight travel to other NRG Service Provider locations, based on company’s overall travel guidance plan/recommendation




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