Customer Experience Specialist, II

Engie • Houston, TX

1d • Hybrid

About The Position

The Customer Experience Analyst II, part of the Issue Resolution Team, handles complex issues, de-escalates customer complaints, researches PUC complaints, processes contract change transactions, and assists sales reps/brokers with escalations. 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

• Bachelor’s degree in education, communications, IT support, business, or a combination of 4 years of professional experience in customer care operations
• Minimum of 3 years in the Retail Electric Provider ‘REP’ industry, Commercial segment preferred
• Working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL)
• Possess advanced analytical and problem-solving abilities
• Demonstrate a strong sense of urgency
• Maintain meticulous attention to detail
• Communicate effectively with exceptional written communication skills
• Effectively manage multiple tasks concurrently, adjusting priorities as needed based on case complexity and evolving business requirements
• Demonstrate the ability to work independently and collaboratively within a team environment, while effectively communicating across functions with colleagues in Customer Operations and Sales.

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

What This Job Offers

• Career Level: Mid Level