Customer Care Representative I
Customer Care Representative I
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Job Description
This is a CONTRACT POSITION.
Your employment will be held by a third-party company of ENGIEs choosing. Any offered contract role will not constitute an offer for nor guarantee of future employment with ENGIE.
Duration:
Six months
Compensation:
Pay Rate: $22.00/hr.
Location:
Houston
What You Can Expect
The Customer Care Representative II focuses on the needs of the customer providing the data and service(s) requested to ensure that customer expectations are not only managed but met. The Customer Care Representative II is accountable for analyzing and resolving complex issues that cant be managed at the frontline level alongside de-escalating internal/external customer complaints researching PUC complaints and providing brokerage support.
Answer phones and assists customers with any/all inquiries
Take incoming and makes outbound telephone calls processes credit card payments assists customers with online portal access and questions initiates refund requests submit and process tickets for complex issues and/or customer escalations that cannot be resolved on the first contact
Ensure requests for New and Renewal sales inquiries is routed to the appropriate sales associate for handling
Provide a thoughtful and caring customer interaction regardless of the situation with a focus on serving the customer
Interact with cross-functional partners to resolve customer issues
Balance providing an amazing customer experience while being efficient and achieving established performance (Key Performance Indicators) KPIs
Customer advocate; provide feedback to management and other key internal stakeholders to assist in retention strategies and overall customer satisfaction
What Youll Bring
Bachelors degree required or additional 4 years of relevant experience in lieu of degree
Minimum 3 years in the Retail Electric Provider REP industry Commercial segment preferred working knowledge of ERCOT and Non-ERCOT Markets (PJM MISO NYISO)
Minimum 3 years of call center experience required
Experience in customer service dealing with energy commercial end use customers to support agreed upon products and services preferred
Siebel and company portals are used on a daily basis
Familiar with CRM systems
Additional Details
This role is eligible for our hybrid work policy; explain any work outside of the typical policy
Must be willing and able to comply with all ENGIE ethics and safety policies
Why ENGIE
ENGIE North America isnt just participating in the Zero-Carbon Transition were leading it! Join us as we develop energy that is renewable efficient and accessible to everyone.
At ENGIE our goal is to support promote and thrive on diversity equity and inclusion. We do so for the benefit of our employees customers products and services and community. ENGIE is proud to be an equal opportunity workplace and we are firmly committed to creating an equitable and inclusive environment for all employees.
We are committed to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race color sex sexual orientation gender identity religion national origin disability veteran status or other legally protected status.
If you need assistance with this application or a reasonable accommodation due to a disability you may contact us at This email address is reserved for individuals with disabilities in need of assistance and is not a means of inquiry regarding positions or application status.
We are unable to sponsor or take over sponsorship of an employment visa for this role at any time.
The safety of our employees is our number one priority. All employees at ENGIE have both a duty and the authority to STOP WORK if unsafe acts are observed.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
