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Customer Experience Specialist II
2 months ago
We are seeking a highly skilled Customer Experience Specialist II to join our team at ENGIE North America Inc. This role is responsible for analyzing and resolving complex customer complaints, providing brokerage support, and serving as the primary point of contact for resolving and de-escalating customer issues.
Key Responsibilities- Research and resolve complex customer complaints, ensuring a high level of customer satisfaction
- Provide 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
- Minimum of a High School Diploma or equivalent
- Minimum of 3 years in the Retail Electric Provider 'REP' industry, Commercial segment or related field
- Expert analytical and problem-solving skills, acute sense of urgency, impeccable attention to detail, and exceptional writing skills
- Ability to manage multiple tasks simultaneously while shifting priorities based on case complexity and business needs
- Working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL) and intermediate experience with Microsoft Outlook, Word, and Excel
- Ability to work independently and in a team environment, communicating cross-functionally with Customer Operations and Sales
- Leadership mentality to encourage and empower teammates and dedication to supporting and building a customer-centric culture
- Competitive salary range: $53,900 - $77,175 USD annually
- Eligible for a competitive bonus/incentive plan
- Comprehensive benefits package, including medical, dental, vision, life insurance, employer-paid short-term and long-term disability insurance, ESPP, generous paid time off, holidays, and leave programs
- 401(k) Retirement Savings Plan with a company match
- Supplemental benefits for full-time employees that enhance emotional and physical well-being through all stages of life
ENGIE North America Inc. is a leading developer of energy solutions that are renewable, efficient, and accessible to everyone. We are committed to supporting, promoting, and thriving on diversity, equity, and inclusion. We are proud to be an equal opportunity workplace and are firmly committed to creating an equitable and inclusive environment for all employees.
