Client Support Analyst

Client Support Analyst

We are seeking a client support analyst who is passionate about problem-solving, process improvement, and delivering exceptional client service. This role is instrumental in supporting our channel partners and sales team by resolving post-deal inquiries and navigating operational challenges across deregulated energy markets. The ideal candidate thrives in a fast-paced environment, brings a detail-oriented mindset, and demonstrates strong communication and analytical skills to ensure operational excellence and client satisfaction.

Key responsibilities:

• Serve as the primary post-deal liaison between brokers and the sales team, managing inquiries and operational escalations with professionalism and accuracy.
• Conduct operational analyses and develop reports to support informed business decisions under the direction of senior analysts or leadership.
• Research and resolve complex post-deal issues, including enrollment rejections, billing discrepancies, commission inquiries, regulatory complaints, and early termination notifications.
• Collaborate cross-functionally with internal teams to improve processes and enhance client experience across all phases of the customer lifecycle.
• Manage and track deliverables, ensuring alignment with service-level agreements (slas) and company standards.
• Identify and recommend opportunities for process enhancements and efficiency improvements.
• Support ongoing business initiatives through both qualitative and quantitative research and analysis.

Requirements:

• High school diploma or ged required.
• Minimum of 2 years of experience in business analysis, operations support, or customer service within a corporate environment.
• Proficiency in microsoft office suite (excel, outlook, powerpoint, word).
• Strong verbal and written communication skills.
• Demonstrated ability to multitask and manage competing priorities effectively.

Preferred:

• Bachelor's degree in business, finance, or a related field (or equivalent experience).
• Experience in the natural gas, retail energy, or utilities industry.
• Familiarity with financial analysis and data-driven reporting tools.
• Proven success in building relationships with cross-functional teams and external partners.