Analyst I, Retail Ops

Constellation Energy Generation, LLC.•De Pere, WI

5d•Onsite

About The Position

Constellation is seeking a qualified professional with proven experience and results to join our Retail Operations team as an Analyst I. The Analyst I position within Retail Operations is responsible for monitoring and executing day-to-day workflow activities while meeting service level agreements with internal and external customers. The Analyst I is responsible for gaining a working knowledge in the assigned business function areas. The Analyst I will directly collaborate with team members, project groups, Information Technology and cross functional teams to support changing business needs. The Gas Customer Care Analyst is responsible for providing exceptional customer support to commercial and industrial natural gas customers. This role serves as the first point of contact for customer inquiries and works closely with internal teams to resolve issues, provide account support, and ensure a positive customer experience. The ideal candidate is customer-focused, detail-oriented, and capable of managing multiple priorities while maintaining a high level of professionalism and accuracy.

Requirements

Bachelor's degree, or 2 years of equivalent experience in lieu of the degree
Ability to solve problems using procedures and guidelines
Proficient in Microsoft Office applications including Word, Excel and PowerPoint

Nice To Haves

Call center and utility experience.
Ability to adapt to changing markets, systems, processes and customer needs
Ability to prioritize work, manage time effectively and manage workload efficiently
Ability to work independently and collaboratively to support individual, shared and organizational issues, goals and targets
Analytical skills, attention to detail, critical thinking, problem solving and independent decision making
Analytical thinker and problem solver with strong listening skills, able to collect and analyze data, identify needs and developed strategies to meet needs
Strong attention to detail, accuracy and follow through
Experience in the retail energy industry and or regulated/deregulated energy markets
Experience using CRM and or order to cash workflow systems
Working knowledge of UDC/ISO/LDC market EDI transactions
Ability to clearly communicate both orally and in writing and work effectively across business units, functional groups, multiple levels of the Corporation and external stakeholders
Strong customer service skills, managing and providing exceptional support , delivering high value to internal and external clients and vendors.
Intermediate technical acumen in SQL, business applications and/or new technologies

Responsibilities

Serve as the primary contact for customer inquiries received via phone, email, and customer support channels.
Research and resolve customer issues related to billing, invoices, contracts, pricing, enrollments, terminations, and account maintenance.
Educate customers on natural gas supply programs, market processes, and company services.
Maintain accurate customer records and case documentation within CRM systems.
Coordinate with internal teams including Sales, Billing, Enrollment & Terminations, Volume Management, Transaction Services, and other operational groups to ensure timely resolution of customer concerns.
Meet established service level agreements and customer satisfaction objectives.
Perform proactive customer follow-up to ensure commitments are fulfilled and issues are resolved.
Participate in testing, process improvement initiatives, and system enhancement projects.
Identify recurring customer issues and provide recommendations for process improvements.
Support customer outreach efforts and contribute to a culture of continuous improvement and exceptional service.