Management Consulting-Management Consulting

Job Description

Job Description

This position is responsible for the retention of selected high value Business segment customers, acting as the 1:1 "face" of Profitability Works Inc. consulting on all customer electricity needs. The individual in this role must possess analytical skills, be highly knowledgeable in the front and back office CCS system and have a high degree of knowledge of current electricity products. This person must also be proficient in high bill resolution as well as energy efficiency and conservation principles. Professionalism is paramount as Business Consultants are expected to provide a superior customer care experience in daily face-to-face interaction with Profitability Works Inc. Business customers and prospects.

Essential Duties/Responsibilities:

• Consultant will be assigned to specific Business accounts (approximately 200 - 500) to act as the liaison between the customer and NRG.
• Consultant will be judged on his/her ability to meet or exceed targets for business sales, customer attrition and customer satisfaction.
• The Consultant will represent a single resource to their customers for anything they might need from NRG. This will personalize our relationship with our top customers while simplifying the service model.
• Consultant will initiate and lead customer site visits to top-value Business customers to ensure:
• Customer is comfortable in their understanding of how they are billed; usage and demand; TDSP charges and other billing determinates.
• Customer understands the product they are on and how it functions.
• Educate the customer on energy efficiency and steps they can take to lower usage and peak demand that will positively impact their business.
• Evaluate customer products coordinate rate changes to save the accounts as needed
• Consultants will be equipped with a laptop that allows them to connect to CCS. This will allow them to make updates/changes and provide on-site solutions to the customer upon request.
• Communicate new products, programs, services to customers.
• Consultant will provide accurate and timely updates to the BCCD database to document all customer contacts including but not limited to site visits, emails and phone conversations.
• Act as a "Move Manager" for brand new high-value customers just joining NRG, who require special assistance in setting up their new location/account.
• Perform Energy Audits of Business customer sites to assist the customer by identifying areas of energy inefficiency and areas for improvements. Have full knowledge and understanding of Audit requirements including check list of data to validate and calculations needed to provide feedback to the customer.
• Research customer businesses before contacting to become familiar with the kind of business they operate and their history with NRG brands. This could include web research, CCS, Contact Log, etc.
• Provide feedback to Segment Marketing on significant customer interactions. Be the venue for much needed customer learning on issues such as:
• Products customers are most interested in
• Needs they feel are not currently being met
• What they do/do not like about NRG brands
• How we can better serve them
• How they perceive our competitors, etc.

Minimum Requirements:

• 3+ years of customer service experience required, prior supervisory experience a plus. Experience in customer relationship management (account management) with business customers and business to business sales is required. Commensurate level of relevant experience will be considered in combination with the educational requirement.
• High School diploma or equivalency required. Bachelor's degree from an accredited four-year college or university is preferred.
• All positions at NRG will require at least a high school diploma or GED equivalent