Client Relations Specialist II

2 weeks ago


Houston, Texas, United States oilandgas Full time
Position Overview


As a Customer Service Consultant II, you will take charge of evaluating and addressing intricate issues that exceed the capabilities of frontline personnel.

Your responsibilities encompass de-escalating both internal and external client grievances, investigating Public Utility Commission (PUC) complaints, and delivering brokerage assistance.

You will act as the main contact for resolving and mitigating customer complaints, ensuring exceptional customer satisfaction.

Furthermore, you will assess, resolve, and respond to complicated customer cases. This role is designed to provide comprehensive support in a dynamic environment.

Key Responsibilities
  • Investigate PUC complaints and relay insights to the Regulatory team.
  • Assist with brokerage tasks, including addressing inquiries, generating reports, managing escalations, and fulfilling training requirements.
  • Identify and escalate system challenges or procedural deficiencies that affect the customer experience.
  • Share knowledge and expertise with colleagues; provide training and support as needed.
  • Offer backup assistance to the call center, process contract modifications, and undertake other related duties as assigned.

Qualifications

You should possess a Bachelor's degree in Business Administration, Communications, Marketing, or a related discipline.

A minimum of 3 years of experience in the Retail Electric Provider (REP) sector, particularly within the Commercial segment or a similar field, is required.

You should demonstrate advanced analytical and problem-solving capabilities, a strong sense of urgency, meticulous attention to detail, and excellent writing proficiency.

The ability to manage multiple tasks concurrently while adapting to shifting priorities based on case complexity and business demands is essential.

A working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL) along with intermediate proficiency in Microsoft Outlook, Word, and Excel is expected.

You should be capable of working independently and collaboratively, effectively communicating across various departments including Customer Operations and Sales.

A leadership mindset to inspire and empower team members while fostering a customer-centric culture is highly valued.

Additional Information

This position qualifies for a hybrid work arrangement.

Compliance with all company ethics and safety protocols is mandatory.


Compensation

Salary Range:
$53,900 - $77,175 USD annually

This reflects the average anticipated pay range for a qualified candidate. Actual salary may vary based on geography, experience, industry knowledge, education, internal pay alignment, or other legitimate factors.

The company adheres to all federal, state, and local minimum wage regulations. The actual salary offered may differ based on geography, experience, education, internal pay alignment, or other legitimate factors. In addition to base compensation, this role is eligible for a competitive bonus/incentive program.


Why Join Us?


We are at the forefront of the Zero-Carbon Transition, committed to developing energy that is renewable, efficient, and accessible to all.

Our mission is to promote and thrive on diversity, equity, and inclusion for the benefit of our employees, customers, products, services, and the community.

We are proud to be an equal opportunity employer, dedicated to fostering an equitable and inclusive workplace for all.

We are committed to providing a work environment free from discrimination and harassment.

All qualified candidates 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.


The safety of our employees is our top priority. All employees are empowered to halt work if unsafe conditions are observed.



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