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Job Summary
The Retail Operations Analyst works within the Retail Billing Operations team to primarily focus on the processing, quality assurance, and timeliness of customers’ order transactions, account maintenance and monthly billings. This position requires a highly motivated candidate with solid analytic, process management, quantitative, and some technical skills to aid in the development of overall customer satisfaction.
Essential Duties/Responsibilities
Acquire a thorough understanding of the electricity and gas lifecycles from contract initiation to fulfillment and final account processing
Work within NRG’s internal Customer Management Systems
Process daily operational tasks related to the sending and receiving of electronic transactions between NRG and vendors/utilities
Resolve transaction and/or billing exceptions within established SLAs
Ability to translate work into formats, such as Excel, as required for analysis
Identify issues using reporting methods to maintain compliance with internal & external SLAs around transaction and billing accuracies and timeliness
Resolve issues in a timely and decisive manner or escalate as appropriate
Use root-cause analysis to identify solutions to exceptions, errors, and process gaps
Utilize software, analytical tools, and conceptual retail energy market knowledge to research and analyze complex business problems
Contribute to the execution and implementation of new business and/or regulatory requirements
Act as a subject matter expert for transaction and billing related questions
Create detailed process documentation when needed for training and resource reference
Provide training as needed for internal and interdepartmental personnel
Perform other duties as assigned
Working Conditions
Fast paced office environment with high volume workload
Frequent use of computers, i.e. typing on keyboards, viewing monitors, etc.
Evening and weekend work may be required as job duties demand
Hybrid schedule: 3-4 days in open office environment, 1-2 days remote
Minimal domestic travel may be required
Minimum Requirements
High School Diploma or equivalent
2-4 years Operations or Back Office related experience
Must be proficient in Microsoft Tools: Word, Excel, Outlook
Preferred Qualifications
College degree in business or related area preferred
Working knowledge of deregulated energy market preferred
Previous energy/utility industry experience preferred
Proficient in Sharepoint, Power BI, and SQL Server Management Studio
Additional Knowledge, Skills and Abilities
Strong analytical and mathematic skills
Ability to solve complex problems with minimal guidance
Attention to detail and ability to multi-task in fast paced environment
Capable of working independently and making decisions accordingly
Effective oral and written communication skills with ability to discuss findings and recommendations in a succinct manner
Ability to collaborate and Interact professionally with internal teams, management, external vendors, and utilities to acquire knowledge, resolve issues, and participate in projects
Physical Requirements
Work is primarily sedentary (desk work at a computer)
Regularly required to talk or hear to communicate
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.