Customer Experience Specialist, II

Customer Experience Specialist, II

Location: Houston United States

Skilled ( >3 experience <15 years)

Administrative Support / Secretary

Fixed-Term

Full - Time

Job Description:

This is a CONTRACT POSITION.

Your employment will be held by a third-party company of ENGIE’s choosing. Any offered contract role will not constitute an offer for nor guarantee of future employment with ENGIE.

Duration:

• One Year

Compensation:

• Pay Rate: $38.00/hr.

Location:

• Houston

What You Can Expect

The Customer Experience Analyst II, part of the Issue Resolution Team, handles complex issues, de-escalates customer complaints, researches PUC complaints, processes contract change transactions, and assists sales reps/brokers with escalations. 

• Act as the primary contact to de-escalate customer complaints, owning the process end-to-end 
• Analyze, resolve, and respond to complex customer cases  
• Research PUC complaints and provide feedback to Regulatory; respond directly to PUC in some states 
• Process contract change transactions (adds, drops, terminations, assignments, summary billing setup, etc.) 
• Provide brokerage/sales support by assisting with questions/inquiries, reports, and escalations 
• Recognize and escalate system issues or process gaps that could negatively impact the customer experience 
• Support team members by sharing knowledge and expertise to facilitate growth and development; provide back-up training assistance 
• Provide back-up support to the contact center   

What You’ll Bring

• ​​Bachelor’s degree in education, communications, IT support, business, or a combination of 4 years of professional experience in customer care operations 
• Minimum of 3 years in the Retail Electric Provider ‘REP’ industry, Commercial segment preferred 
• Working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL) 
• Possess advanced analytical and problem-solving abilities 
• Demonstrate a strong sense of urgency 
• Maintain meticulous attention to detail 
• Communicate effectively with exceptional written communication skills 
• Effectively manage multiple tasks concurrently, adjusting priorities as needed based on case complexity and evolving business requirements 
• Demonstrate the ability to work independently and collaboratively within a team environment, while effectively communicating across functions with colleagues in Customer Operations and Sales. 

Additional Details

• This role is eligible for our hybrid work policy
• Must be willing and able to comply with all ENGIE ethics and safety policies

Why ENGIE?

ENGIE North America isn’t just participating in the Zero-Carbon Transition, we’re leading it!  Join us as we develop energy that is renewable, efficient, and accessible to everyone.  

At ENGIE, every talent has a role to play in the adventure of the century. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are. 

Join us and be part of the adventure!

ENGIE is proud to be an equal opportunity workplace, and we are firmly committed to creating an inclusive workplace for all employees.  We are committed to providing employees with a work environment free of discrimination and harassment.  All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or other legally protected status.

Business Unit:  Supply & Energy Management

Division:  BP B2B US

Legal Entity:  ENGIE North America Inc.

Professional Experience:  Skilled ( >3 experience <15 years)

Education Level:  Bachelor's Degree

Company Name:  ENGIE North America