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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.Summary: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
#SF-IND#LI-KWNRG 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/DisabilityEEO is the Law Poster(The poster can be found athttp://www.eeoc.gov/employers/upload/posterscreenreaderoptimized.pdf)Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.Official description on file with Human Resources
