Customer Support Analyst II

1 week ago

Houston, Texas, United States ENGIE Full time
Position Overview

As a Customer Service Advocate II, you will play a crucial role in addressing and resolving intricate issues that cannot be handled at the initial contact level. Your responsibilities will include de-escalating both internal and external customer grievances, investigating Public Utility Commission (PUC) complaints, and offering brokerage assistance. You will act as the main point of contact for managing and alleviating customer complaints, ensuring exceptional customer satisfaction. Furthermore, you will evaluate, resolve, and respond to complex customer inquiries.

Key Responsibilities
  • Investigate PUC complaints and provide insights to the Regulatory team
  • Support brokerage functions, including addressing inquiries, generating reports, managing escalations, and fulfilling training requirements
  • Identify and escalate system challenges or procedural deficiencies affecting customer experience
  • Share knowledge and expertise with colleagues; provide backup training and assistance
  • Offer backup support to the call center, process contract modifications, and undertake other related tasks as required
Qualifications
  • A Bachelor's degree in Business Administration, Communications, Marketing, or a related discipline
  • At least 3 years of experience in the Retail Electric Provider (REP) sector, particularly in the Commercial segment or a related field
  • Strong analytical and problem-solving abilities, with a keen sense of urgency, meticulous attention to detail, and excellent writing skills
  • Ability to manage multiple priorities simultaneously while adapting to case complexity and business requirements
  • Familiarity with ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL) and intermediate proficiency in Microsoft Outlook, Word, and Excel
  • Capability to work independently and collaboratively, communicating effectively across Customer Operations and Sales
  • A leadership mindset to motivate and empower team members, committed to fostering a customer-centric culture
Additional Information
  • This position is eligible for a hybrid work arrangement
  • Compliance with all ENGIE ethics and safety policies is mandatory
Compensation

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

This range reflects the average expected pay for a qualified candidate. Actual salary may vary based on factors such as geography, experience, industry knowledge, education, and internal pay alignment.

In addition to base compensation, this role is eligible for a competitive bonus/incentive program.

ENGIE offers a comprehensive benefits package, including medical, dental, vision, life insurance, employer-paid short-term and long-term disability insurance, and a 401(k) Retirement Savings Plan with company matching. We prioritize the well-being of our employees and their families, providing supplemental benefits that enhance emotional and physical health throughout various life stages.

Why Choose ENGIE?

ENGIE North America is at the forefront of the Zero-Carbon Transition, dedicated to developing energy solutions that are renewable, efficient, and accessible.

We are committed to diversity, equity, and inclusion, fostering an environment that benefits our employees, customers, products, services, and the community. ENGIE is an equal opportunity employer, ensuring a workplace free from discrimination and harassment. All qualified applicants will be considered 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 paramount, and all staff at ENGIE have both the responsibility and authority to halt work if unsafe conditions are observed.

Business Unit: GEMS

Division: GEMS - BP US SUPPLY

Legal Entity: ENGIE North America Inc.

Contract Type: Permanent

Job Type: Full-Time

Professional Experience: Skilled (>3 years

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