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Customer Experience Manager

2 months ago

Houston, Texas, United States ENGIE North America Inc. Full time
About the Role

As a Customer Experience Specialist II at ENGIE North America Inc., you will play a critical role in ensuring exceptional customer satisfaction by analyzing and resolving complex customer complaints. Your expertise will be instrumental in de-escalating internal and external customer issues, researching Public Utility Commission (PUC) complaints, and providing brokerage support.

Key Responsibilities
  • Complex Issue Resolution: Analyze and resolve complex customer complaints, ensuring a high level of customer satisfaction.
  • De-escalation and Research: De-escalate internal and external customer complaints, research PUC complaints, and provide feedback to Regulatory.
  • Brokerage Support: Assist with brokerage support, including handling questions, reports, escalations, and training needs.
  • System Issue Identification: Identify and escalate system issues or process gaps impacting the customer experience.
  • Knowledge Sharing: Share knowledge and expertise with team members, provide back-up training and support.
  • Call Center Support: Provide back-up support to the call center, process contract change transactions, and perform other related duties as assigned.
Requirements
  • Education: High School Diploma or equivalent.
  • Experience: Minimum of 3 years in the Retail Electric Provider 'REP' industry, Commercial segment or related field.
  • Skills: Expert analytical and problem-solving skills, acute sense of urgency, impeccable attention to detail, and exceptional writing skills.
  • Technical Skills: Working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL) and intermediate experience with Microsoft Outlook, Word, and Excel.
  • Leadership: Leadership mentality to encourage and empower teammates and dedicated to supporting and building a customer-centric culture.
What We Offer
  • Competitive Salary: Salary Range: $53,900 - $77,175 USD annually.
  • Bonus and Incentive Plan: Eligible for a competitive bonus/incentive plan.
  • Benefits Package: 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: Company match for retirement savings.