Business Consultant

Location: Houston, TX (77010)

About the role

This position is responsible for the retention of selected high-value Business segment customers, acting as the 1:1 “face” of NRG brands and consulting on all customer electricity needs. The role requires analytical skills, proficiency in front and back-office internal systems, and the ability to quickly learn and retain related systems and product training. Business Consultants provide superior customer care through daily face-to-face interactions, assess customer challenges, identify root causes, and recommend effective solutions.

Responsibilities

• Act as the liaison between assigned Business accounts (approximately 200–500) and NRG, judged on meeting or exceeding targets for business sales, customer attrition, and customer satisfaction.
• Serve as a single resource for customers, personalizing NRG’s relationship with top customers and simplifying the service model.
• Conduct customer site visits to educate on billing and energy-related concepts, provide energy management and efficiency recommendations, and identify product or pricing solutions to enhance customer value, satisfaction, and retention.
• Use a laptop to connect to internal systems, enabling on-site updates, changes, and solutions for customers.
• Document all customer contacts (site visits, emails, phone conversations) in the internal Customer Relationship Management (CRM) tool with accurate and timely updates.
• Research customer businesses before contact to understand their operations and history with NRG brands, using web research, internal systems, and contact logs.
• Provide Segment Marketing with timely customer insights and feedback based on meaningful interactions, identifying product interests, unmet needs, brand perceptions, service improvement opportunities, and competitive trends.

Requirements

• 3+ years of customer service experience; prior supervisory experience is a plus.
• Experience in customer relationship management (account management) with business customers and business-to-business sales.
• High School diploma or equivalency required; Bachelor’s degree from an accredited four-year college or university is preferred.

Skills

• Root cause analysis and solution recommendation.
• Customer retention and relationship-management expertise.
• Ability to influence customer decisions through consultative discussions.
• Business acumen and understanding of commercial customer operations.
• Ability to identify sales, renewal, and upsell opportunities.
• Proficiency using CRM, Microsoft Office, and customer account management systems.
• Ability to interpret usage, billing, and pricing data to support customer recommendations.
• Networking and business development skills.
• Ability to manage multiple priorities while maintaining attention to detail.
• Adaptability and continuous-learning mindset in a changing energy market.

Physical Requirements

• Occasionally requires lifting as appropriate to perform duties and responsibilities.
• May be exposed to elevated temperatures during customer visits and prospecting; must prioritize safety and remain prepared for weather conditions.

Working Conditions

• Flexibility with work schedule, including routine field-based customer engagement.
• Periodic in-market and out-of-market travel, and occasional overtime to support customer visits, business development, special projects, expos, and business events.