Front Office Analyst, Voice of Customer

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Job Summary :

The Voice of Customer Analyst will provide support in all aspects related to a robust VOC survey and feedback program. The primary responsibility will be to assist in the daily service and support of utility customers in collaboration with BPO vendors and internal stakeholders, to drive best-in-class performance across key performance indicators specific to VOC data.

This analyst position will help drive improvement and increase customer satisfaction; sales; operational efficiency; service levels specific to high value accounts; first contact resolution; contact efficiencies; and reduce customer effort and error rates specific to high value accounts.

Essential Duties / Responsibilities :

Collaborate with Direct Energy Service, Escalation, Sales, and Collection Teams, in creating an amazing experience for customers.

Work with Direct Energy’s Business Process Outsource vendor to drive improvements.

Work with Training Team to develop agent and customer FAQs.

Analyze VOC data from multiple sources (e.g., agent surveys, call listening sessions, screen capture).

Analyze VOC data and develop strategies to improve agent satisfaction, customer satisfaction, and Net Promoter Scores (NPS).

Create Front Office VOC reports and presentations as needed.

Develop VOC journey mapping analysis and outline improvements or gaps.

Continuous review of procedures and processes to facilitate improvements or needed changes.

Perform other duties as assigned.

Education :

Bachelor’s degree in Business or a related discipline preferred. Relevant experience will be considered in lieu of education.

Experience Required :

• 3+ years experience with Voice of Customer program or customer feedback / survey initiatives.
• Analyzing and improving business and customer process.
• Contact Center or account management experience.
• Experience driving customer journey improvements.
• Experience in electricity, natural gas, or utilities would be an asset

Additional Knowledge, Skills and Abilities :

Excellent verbal, written and interpersonal communication skills.

Self-motivated with an ability to multitask and successfully operate in a fast-paced environment.

Have skilled analytical, time management, and problem-solving abilities.

Strong attention to detail.

Experience with VOC or feedback programs.

Experience with VOC platforms and vendors.

Experience with collaboration tools (e.g., Smartsheet, JIRA).

Strong Microsoft Office skills (Teams, Word, PowerPoint, Excel).

Willingness to work independently and partner effectively with others to achieve desired business results.

Understand Critical Performance Indicators (CPIs), Key Performance Indicators (KPIs), and Service Level Agreements (SLAs) and how they contribute to business success.

The desire to learn new skills and to contribute to a fast-paced environment.

Highly self-motivated, organized, and professional, but can still have fun.

Working Conditions :

Combination of open office environment and working from home.

Some overtime required as special projects arise.

International travel may be required, which will require a valid passport.

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NRG Energy is committed to providing broad access to employment opportunities so that diverse job seekers can apply to positions, and to ensuring our workforce represents the diverse communities we serve.  We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.

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