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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: 1-2 days in open office environment, 3-4 days remote, or Fully Remote.

• Minimal domestic travel may be required.

Minimum Requirements:

• High School Diploma or equivalent.

• 3-5 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.