Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner and more connected future.Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes.The Role:We are looking for an experienced Customer Communications Specialist that will serve as a crucial bridge between internal Customer Care and and support teams, working closely within Marketing to ensure clear, consistent, and effective customer-facing communications that align with brand voice and tone. This role will prioritize, strategize, and execute communication efforts to enhance the customer experience, reduce call volumes, and drive customer engagement. This role will serve to oversee customer governance process including stakeholder approval, visibility and alignment. This role will increase efficiencies between teams to create great customer experiences that capitalize on opportunities and reduce friction.Essential Functions/Responsibilities:
Develop and manage customer communication journeys , ensuring seamless and effective messaging across all touchpoints.
Work cross-functionally with Customer Care, Finance, Scheduling and other Support teams to align priorities and execution of customer communications.
Oversee the content strategy, creation, and distribution of customer-facing messages via multiple channels (email, SMS, push notifications, in-app messaging, etc.).
Establish governance processes, including journey mapping, communication workflows, and approvals, to streamline execution.
Monitor and analyze customer feedback, engagement, and call volume trends or insights to optimize communication effectiveness.
Ensure all communications align with brand tone, voice, and messaging standards to enhance consistency and trust.
Proactively identify gaps and opportunities in customer communication and implement strategies to improve engagement and self-service adoption.
Own or drive execution of communications in Customer Engagement Platforms.
Drive priority discussions and requirements for cross-functional communication projects.
Collaborate with data teams to ensure data and consistent with expected outcomes.
Monitor and optimize customer campaigns and bring ideas and insights back to internal teams for alignment.
Drive reporting needs for communications programs building for improved internal visibility.
Required Skills:
E xcellent written and verbal communication skills with a strong attention to detail.
Experience in content strategy, customer communications, or marketing communications.
Strong project management skills, with the ability to manage multiple initiatives and stakeholders.
Proficiency in customer engagement platforms , email marketing tools, and CRM systems (e.g., Braze, Salesforce, HubSpot).
Analytical mindset to assess communication impact and make data-driven improvements.
Ability to navigate cross-functional teams and drive alignment on communication priorities.
A passion for the customer and a proven track record of developing insight-driven marketing/communication plans that tie to business initiatives and deliver results
A natural curiosity about consumer behavior, macro-trends and business impact
Ability to think creatively and strategically, solve problems, remove barriers and challenge the status-qu
Strong analytical skills, ability to understand data, draw conclusions, and provide recommended course of action
A self-starter who thrives in ambiguous environments and adapts easily to change
Strong verbal and written skills and the ability to communicate complex ideas in a clear and concise manner
Must know how to get work done within a large and complex organization involving multiple stakeholders
Ability to operate independently and efficiently and manage multiple projects and deadlines simultaneously and successfully without sacrificing quality of work or customer experience.
Required Experience:
3-5+ years of experience in customer communications, marketing, customer experience, or a related field.
Experience working with customer support, billing, or customer service teams is a plus.
Strong background in content development, journey mapping, and multi-channel communications.
What you will be working on:
Enhancing the customer experience by delivering timely, relevant, and clear communications.
Journey mapping and documentation that provides visibility and clarity for opportunity or gaps discussions.
Reducing call volumes by proactively addressing customer concerns through strategic messaging.
Collaborate cross-functionally on efforts that reduce customer attrition and improve engagement.
Advocating for brand consistency across all customer-facing messages.
Developing governance processes to improve communication workflows and stakeholder alignment.
Creating or requesting customer-facing content.
Collaborating with internal creative teams on customer communication requirements and priorities.
Driving reporting needs and internal data requests.
Requirement building and prioritization practices aligned with project management current process.
Who you will work with:
Customer Care, Billing, Scheduling and other support teams
Customer Marketing, Brand and, Creative teams
Customer Experience team
NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/posterscreenreaderoptimized.pdf)Official description on file with Talent.Vivint, an equal opportunity employer, does not consider any protected traits (e.g., race, creed, color, religion, gender, national origin, non-job-related disability, age, or any other protected trait) when hiring—under federal, state, and local laws. We are a drug-free environment. We do not conduct pre-employment drug screening; however, we do conduct random drug testing on site.