Customer Experience Spclst II_SCCR1H

Engie•Houston, TX

5d•Hybrid

About The Position

As our Customer Experience Analyst II, you will be part of the Issue Resolution Team, handling complex issues, de-escalating customer complaints, researching PUC complaints, processing contract change transactions, and assisting sales reps/brokers with escalations. This position sits in Houston, Tx reporting to the Customer Experience Advisor. Act as the primary contact to de-escalate customer complaints, owning the process end-to-end. Analyze, resolve, and respond to complex customer cases. Research PUC complaints and provide feedback to Regulatory; respond directly to PUC in some states. Process contract change transactions (adds, drops, terminations, assignments, summary billing setup, etc.). Provide brokerage/sales support by assisting with questions/inquiries, reports, and escalations. Recognize and escalate system issues or process gaps that could negatively impact the customer experience. Support team members by sharing knowledge and expertise to facilitate growth and development; provide back-up training assistance. Provide back-up support to the contact center.

Requirements

Hold a Bachelor’s degree in education, communications, IT support, business, or a combination of 4 years of professional experience in customer care operations
A minimum of 3 years in the Retail Electric Provider ‘REP’ industry, or Commercial segment
Knowledgeable in ERCOT and non-ERCOT markets, including PJM, MISO, NYISO, and NEPOOL
Strong analytical and problem-solving skills, with meticulous attention to detail
Strong sense of urgency and the ability to manage multiple priorities in a fast-paced environment
Effective communication, both written and verbal, and collaboration across teams including Customer Operations and Sales
Intermediate proficiency in Microsoft Outlook, Word, and Excel
Ability to type at least 50 WPM
Leadership mindset that supports a customer-centric culture

Responsibilities

Act as the primary contact to de-escalate customer complaints, owning the process end-to-end
Analyze, resolve, and respond to complex customer cases
Research PUC complaints and provide feedback to Regulatory; respond directly to PUC in some states
Process contract change transactions (adds, drops, terminations, assignments, summary billing setup, etc.)
Provide brokerage/sales support by assisting with questions/inquiries, reports, and escalations
Recognize and escalate system issues or process gaps that could negatively impact the customer experience
Support team members by sharing knowledge and expertise to facilitate growth and development; provide back-up training assistance
Provide back-up support to the contact center

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
Employer-paid short-term and long-term disability insurance
ESPP
Generous paid time off
Wellness days
Holidays
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 from family forming to caregiver benefits