Back to jobsServe as the primary point of contact for all lifecycle interactions as it relates to high value customers and brokers across all product offerings and markets served by NRG.
Develop and maintain strong internal and external relationships in order to expedite accurate and timely issue resolution for customer and broker portfolio.
Proactively manage end-to-end service delivery for customers’ and brokers’ portfolio to ensure timely customer on-boarding (enrollment, welcome and account set-up), billing and collection activity including resolution and management of all issues originating during the customer lifecycle
Resolve complex customer issues and requests related to contracts, billing and payment across multiple systems and product offerings, working in conjunction with relevant functional groups to ensure resolution at first contact
Coordinate and complete daily/monthly/quarterly customer or broker reports, analyzing for accuracy and completeness
Assist in helping reduce operating expenditures by championing electronic billing and payment activity across entire customer base, acting as the liaison between technical teams
Act as lead for NRG’s customer portals as it relates to activities supporting the Key Client Services customer and broker portfolios
Identify and suggest opportunities to leverage new technologies or process to enhance customer experience through OAI, automations or eliminating waste
Proactively engage assigned customers and brokers on a regular basis to ensure service delivery is aligned with their expectation and account executive
Focus on delivering an outstanding customer experience as measured by Net Promoter Score or other surveys and proactively take action to address gaps in service delivery as highlighted
Assist in related initiatives to improve customer experience across the business including but not limited to training Customer Relations Representatives on an ad-hoc basis
Support new and existing projects which help to increase the productivity of the Key Client Services Team as well as the operational departments as a whole
Process customer contract site level amendment requests according to established departmental procedures including initial analysis of request, validation of data, customer contact for clarification as needed, follow up on status requests and communication of enrollments exceptions to assure they are processed timely
