Customer Experience Analyst II

4 weeks ago

Houston, Texas, United States ENGIE Full time

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:

  • 6 months

Compensation:

  • Pay Rate: $30.00/hr.

Location:

  • Houston (Hybrid)

What You Can Expect:

The Customer Experience Specialist II is accountable for analyzing and resolving complex issues that can't be handled at the frontline level alongside de-escalating internal/external customer complaints, researching PUC complaints, and providing brokerage support.

  • Serve as a primary point of contact for de-escalating internal/external customer complaints
  • Analyze, resolve, and respond to complex customer cases
  • Research PUC complaints to provide feedback to Regulatory
  • Provide brokerage support by assisting with questions/inquiries, reports, escalations, and training needs
  • 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 call center; answer questions, escalate system issues, provide training reminders
  • Process contract change transactions.

What You'll Bring:

  • Bachelor's degree
  • Minimum of 3 years in the Retail Electric Provider 'REP' industry, Commercial segment preferred
  • Must possess expert analytical and problem-solving skills, an acute sense of urgency, impeccable attention to detail, and be an effective communicator with exceptional writing skills
  • Manage multiple tasks simultaneously whilst shifting priorities dependent on case complexity and business demands/needs
  • Work both independently and in a team environment, alongside communicating cross-functionally with team members in Customer Operations and Sales
  • Working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL)
  • Intermediate experience in Microsoft Outlook, Word, Excel
  • Leadership mentality to encourage and empower teammates
  • Dedicated to supporting and building a customer-centric culture

Additional Information/Conditions:

  • This role is eligible for our hybrid work policy
  • Must be willing and able to comply with ENGIE's policy with respect to COVID vaccination and testing
  • Must be willing and able to comply with all ENGIE ethics and safety policies

Why ENGIE?

Template - do not edit. Do not remove.

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, our goal is to support, promote, and thrive on diversity, equity, and inclusion. We do so for the benefit of our employees, customers, products and services, and community. ENGIE is proud to be an equal opportunity workplace, and we are firmly committed to creating an equitable and inclusive environment 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.

If you need assistance with this application or a reasonable accommodation due to a disability, you may contact us at ENGIENA- This email address is reserved for individuals with disabilities in need of assistance and is not a means of inquiry regarding positions or application status.

SPONSORSHIP INFORMATION:

We are unable to sponsor or take over sponsorship of an employment visa for this role at any time.

The safety of our employees is our number one priority. All employees at ENGIE have both a duty and the authority to STOP WORK if unsafe acts are observed.

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