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Customer Support Analyst II
2 months ago
As a Customer Support Analyst II, your primary responsibility will be to investigate and resolve intricate issues that exceed the capabilities of frontline staff. This position involves mitigating both internal and external customer grievances, conducting inquiries into Public Utility Commission (PUC) complaints, and offering brokerage assistance. You will act as the main liaison for addressing and alleviating customer complaints, ensuring a superior level of customer satisfaction. Furthermore, you will evaluate, resolve, and respond to complicated customer cases. This role reports to the Customer Experience Manager.
- Conduct investigations into PUC complaints and relay insights to the Regulatory team
- Provide brokerage assistance, 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; offer training and support as needed
- Assist the call center, process contract modifications, and undertake other related responsibilities as assigned
- 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 related field
- Exceptional analytical and problem-solving abilities, with a strong sense of urgency, meticulous attention to detail, and outstanding writing skills
- Ability to manage multiple tasks concurrently while adapting priorities based on 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 autonomously and collaboratively, communicating effectively across Customer Operations and Sales
- A leadership mindset that encourages and empowers team members, committed to fostering a customer-centric culture
- This position is eligible for a hybrid work arrangement
- Compliance with all ENGIE ethics and safety protocols is required
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. Actual compensation may differ based on geography, experience, education, internal pay alignment, or other legitimate factors.
In addition to base salary, this role is eligible for a competitive bonus/incentive program.
ENGIE is dedicated to employee well-being, offering a comprehensive benefits package that includes medical, dental, vision, life insurance, employer-paid short-term and long-term disability insurance, ESPP, generous paid time off including wellness days, holidays, and leave programs. We also assist with retirement planning through a 401(k) Retirement Savings Plan with company matching. Our commitment extends to the health and happiness of your entire family, providing supplemental benefits for full-time employees that enhance emotional and physical well-being throughout all life stages, from family formation to caregiver support. Explore our benefits package to see how we can support you.
Why Choose ENGIE?
ENGIE North America is at the forefront of the Zero-Carbon Transition. Join us in our mission to develop energy that is renewable, efficient, and accessible to all.
At ENGIE, we prioritize diversity, equity, and inclusion for the benefit of our employees, customers, products, services, and community. We are proud to be an equal opportunity employer, committed to fostering an equitable and inclusive environment for all staff.
We strive to provide 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.
ENGIE prioritizes the safety of its employees. All staff members have both the responsibility and authority to halt work if unsafe conditions are observed.
