Getting to Know Our Customer Experience Team

"Customers are the center of everything we do. From the way we work internally, to the makeup of our generation portfolio, we aim to provide customized products and services that create value for them."

- Mauricio Gutierrez, President and CEO

For NRG, customers are the heart of our business. Whether individuals or corporations, local or national, we work hard to craft a customer experience that builds positive and lasting relationships. For us, that means being more than a seller of energy products. It is about being a reliable partner and resource to help our customers achieve their goals.

Those responsible for ensuring we provide a world-class customer experience and a smooth customer journey, is our Customer Experience (CX) Team. Leading and educating us on how to best serve our customers, our CX team is dedicated to making sure that the sum of all our customers’ interactions with us—across all channels and touchpoints—are positive.

That’s why this Get to Know Your Customers Day, we are spotlighting the dedication and passion of some of our Business Solutions CX employees, who spend each day ensuring that NRG is always customer-focused. By working hard to determine the needs of our business customers, they contribute to making us a better company.  

 “The folks that handle our accounts are knowledgeable and willing to get answers and find solutions.”

-Lamar Outdoor Advertising

Patricia S., Director, Customer Operations

As Director of Customer Operations, the members of my team, and I, have the privilege of serving as liaisons for our customers. We are entrusted with ensuring that all of their requests are handled with the utmost care and receive a prompt response. In our roles as facilitators of the customer experience, we are focused on forming a solid relationship with our customers.

My favorite part of this role, and the part I take the most pride in, is working on projects to improve customer experience, which frequently involves collaborating with teams from all areas of the business from Sales, IT, and Operations. 

I hope that, through our efforts, customers feel supported in their interactions with us, whether it be through a call, email, or self-service transaction through our online account management portal. If our work results in improvements that create a better experience for our customers and employees, then we know—I know—that we have been successful. We know that we have done our job.

“NRG is very organized and sends reminders via email and phone. They make things very transparent and easy to understand.”

- Earth Rangers Centre For Sustainable Technology

Quynh T., Senior Marketing Manager, Development and Operations

My role as a Senior Marketing Manager, Development and Operations, is to understand what our customers are experiencing and try to manage, mitigate or exceed their expectations by developing programs and communications that engage with them during every stage of their journey with us.

The most exciting part of my role is the technical portion, working with our internal teams to understand our systems and data, in order to build and automate programs and journeys. By infusing sophisticated technology and software into our customer journeys, our team has improved NRG’s ability to understand and anticipate the needs of our customers. It has empowered our company to deliver unique solutions, relevant and timely content that leads to more fruitful, informed conversations.

It’s rewarding to build lasting impressions with our customers that show we know what we are doing; and that they made the right decision in choosing us.

“Love the service and fact that the staff works so well with our organization and I very much appreciate their commitment to me.”

-City of Coshocton

Elizabeth F., Customer Experience Product Specialist

As a Customer Experience Product Specialist, my job is to deliver, build and support key customer experience initiatives for customers.

My work, and that of my colleagues, is to provide a level of service to our customers—whether external or internal facing—that exceeds their expectations. I work hard to make sure we’re not just offering great customer service but providing an outstanding experience from the time a customer signs a contract with us until they are ready to renew.

This level of service, in concert with the products we offer, I believe, is what sets NRG apart, and provides our customers with a valuable experience and a true partnership. These experiences become the foundation of our relationship with our customers and are something I am very proud to be a part of.

Our evolution goes beyond just offering products and solutions but is about becoming a partner and resource to our customers as they power their lives. Achieving this has meant developing timely communications and creating meaningful, lasting impressions with our customers. And we wish to thank the members of our Business Solutions CX team for leading our way toward excellent customer service.

This #GettoKnowYourCustomersDay, we thank our customers and the people who work to make their experiences positive.