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Customer Support Analyst II
2 months ago
As a Customer Engagement Coordinator II, you will play a crucial role in addressing and resolving intricate issues that exceed the capabilities of frontline staff.
Your responsibilities will encompass de-escalating both internal and external customer grievances, investigating Public Utility Commission (PUC) complaints, and offering brokerage assistance.You will act as the main contact for resolving and mitigating customer complaints, ensuring exceptional customer satisfaction.
Additionally, you will evaluate, address, and respond to complex customer inquiries. This role operates within a hybrid work environment and reports to the Customer Experience Manager.Key Responsibilities
- Investigate PUC complaints and provide insights to the Regulatory team.
- Support brokerage functions, including managing inquiries, generating reports, handling escalations, and identifying training requirements.
- Recognize and escalate system challenges or process deficiencies affecting customer experiences.
- Share knowledge and expertise with colleagues; provide backup training and support.
- Assist the call center as needed, process contract modifications, and undertake other related tasks as assigned.
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 related field, is required.Essential skills include:
- Advanced analytical and problem-solving abilities.
- A strong sense of urgency and meticulous attention to detail.
- Exceptional written communication skills.
- The capacity to manage multiple tasks concurrently while adapting to shifting priorities based on case complexity and business requirements.
- A foundational understanding of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL) along with intermediate proficiency in Microsoft Outlook, Word, and Excel.
- The ability to work autonomously and collaboratively, engaging cross-functionally with Customer Operations and Sales.
- A leadership mindset that fosters team empowerment and promotes a customer-centric culture.
This position is eligible for a hybrid work arrangement and requires compliance with all company ethics and safety protocols.
CompensationSalary Range: $53,900 - $77,175 USD annually. This range reflects the average expected pay for a qualified candidate. Actual salary may vary based on various factors including geography, experience, and education.
In addition to base compensation, this role is eligible for a competitive bonus/incentive plan.
BenefitsENGIE is committed to your well-being. Our comprehensive benefits package includes options for medical, dental, vision, life insurance, and employer-paid short-term and long-term disability insurance. We also offer a 401(k) Retirement Savings Plan with a company match, generous paid time off, and supplemental benefits for full-time employees.
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 to all.
We are committed to fostering diversity, equity, and inclusion within our workforce and community, ensuring a workplace free from discrimination and harassment. All qualified applicants will receive consideration for employment without regard to any legally protected status.