Customer Experience Specialist II

2 months ago

Houston, 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:

  • One Year
Compensation:
  • Pay Rate: $30.00/hr.
Location:
  • Houston
What You Can Expect

As our Customer Experience Specialist II, you will be responsible for analyzing and resolving complex issues that cannot be managed at the frontline level. Your role includes de-escalating internal and external customer complaints, researching Public Utility Commission (PUC) complaints, and providing brokerage support. You will serve as the primary point of contact for resolving and de-escalating customer complaints, ensuring a high level of customer satisfaction. Additionally, you will analyze, resolve, and respond to complex customer cases. This position is based in Houston, TX, and reports to the Customer Experience Manager.
  • Research PUC complaints and provide feedback to Regulatory
  • Assist with brokerage support, including handling questions, reports, escalations, and training needs
  • Identify and escalate system issues or process gaps impacting the customer experience
  • Share knowledge and expertise with team members; provide back-up training and support
  • Provide back-up support to the call center, process contract change transactions, and perform other related duties as assigned
What You'll Bring
  • You have a minimum of a High School Diploma or equivalent
  • Minimum of 3 years in the Retail Electric Provider 'REP' industry, Commercial segment or related field
  • You possess expert analytical and problem-solving skills, an acute sense of urgency, impeccable attention to detail, and exceptional writing skills
  • You can manage multiple tasks simultaneously while shifting priorities based on case complexity and business needs
  • You have a working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL) and intermediate experience with Microsoft Outlook, Word, and Excel
  • You are able to work independently and in a team environment, communicating cross-functionally with Customer Operations and Sales
  • You have a leadership mentality to encourage and empower teammates and are dedicated to supporting and building a customer-centric culture
Additional Details
  • This role is eligible for our hybrid work policy; explain any work outside of the typical 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?

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-ENGIEHR@engie.com. 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.

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.

Business Unit: GEMS

Division: GEMS - BP US SUPPLY

Legal Entity: ENGIE North America Inc.

Contract Type: Fixed-Term

Job Type: Full - Time

Professional Experience: Skilled ( >3 experience

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