Analyst I, Retail Ops

Coordinate with internal teams including Sales, Billing, Enrollment & Terminations, Volume Management, Transaction Services, and other operational groups to ensure timely resolution of customer concerns. 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.

Overview:

Who We Are

As the largest private-sector power producer in the world and the nation's largest producer of clean and reliable energy, Constellation is focused on our purpose: lighting the way to a brilliant tomorrow for all. We have been the leader in clean energy production for more than a decade, and we are cultivating a workplace where our employees can grow, thrive, and contribute. Now integrated with Calpine, our portfolio includes 55 gigawatts of capacity from nuclear, natural gas, geothermal, hydro, wind and solar facilities, with the generating capacity to power the equivalent of 27 million homes.

Our culture and employee experience make it clear: We are powered by passion and purpose. Together, we're creating healthier communities and a cleaner planet, and our people are the driving force behind our success. At Constellation, you can build a fulfilling career with opportunities to learn, grow and make an impact. By doing our best work and meeting new challenges, we can accomplish great things. Join us in meeting the country's energy needs today and tomorrow.

Total Rewards

Constellation offers an extensive selection of benefits and rewards to help our employees thrive professionally and personally. We provide competitive compensation and a wide-range of benefits that support both employees and their families, helping them prepare for the future. In addition to highly competitive salaries, eligible employees are offered a bonus program, 401(k) with company match, employee stock purchase program; comprehensive medical, dental and vision benefits, including robust wellbeing programs; disability and life insurance benefits; paid time off for vacation, holidays, and sick days; and much more.

Expected salary range of $55,800 to $62,000, varies based on experience, along with comprehensive benefits package that includes bonus and 401(k).

Responsibilities:

Primary Purpose of 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.

 

Position Summary

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.

 

Primary Duties and Accountabilities

 

• 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.

 

Minimum Qualifications

 

• 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

 

Qualifications:

Preferred Qualifications

 

• Ideal candidate will have 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