Customer Service Consultant II

1 week ago


Houston, Texas, United States oilandgas Full time
Position Overview


As a Customer Service Consultant II, you will play a crucial role in addressing and resolving intricate issues that exceed the capabilities of frontline staff.

Your responsibilities will include de-escalating both internal and external customer grievances, investigating Public Utility Commission (PUC) complaints, and providing essential brokerage assistance.

You will act as the main point of contact for resolving and de-escalating customer issues, ensuring a high standard of customer satisfaction.

Additionally, you will analyze, resolve, and respond to complex customer inquiries.

Key Responsibilities
  • Investigate PUC complaints and offer insights to Regulatory.
  • Support brokerage operations, including addressing inquiries, generating reports, managing escalations, and fulfilling training requirements.
  • Identify and escalate system challenges or process deficiencies affecting customer experiences.
  • Share knowledge and expertise with colleagues; provide backup training and support.
  • Offer additional support to the call center, process contract modifications, and perform other related tasks 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 in the Commercial segment or a similar field, is required.

Expert analytical and problem-solving capabilities, a strong sense of urgency, meticulous attention to detail, and exceptional writing skills are essential.

You must be adept at managing multiple tasks concurrently while adjusting priorities based on case complexity and business demands.

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

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

A leadership mindset to motivate and empower team members, along with a commitment to fostering a customer-centric culture, is highly valued.


Additional Information

This position is eligible for a hybrid work arrangement.

Compliance with all 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 geography, experience, industry knowledge, education, internal pay alignment, or other legitimate factors.

ENGIE adheres to all federal, state, and local minimum wage regulations. In addition to base salary, this role is eligible for a competitive bonus/incentive program.


Why Choose ENGIE?


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

We prioritize diversity, equity, and inclusion, benefiting our employees, customers, products, services, and community.

ENGIE is proud to be an equal opportunity employer, dedicated to creating an equitable and inclusive workplace for all.

We are committed to maintaining a work environment 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.


We prioritize the safety of our employees, empowering them to halt work if unsafe conditions are observed.



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