Customer Experience Specialist, II
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Job Location:
Houston, MS - USA
Monthly Salary:
Not Disclosed
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
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:
Compensation:
- Pay Rate: $38.00/hr.
Location:
- Houston
What You Can Expect
The Customer Experience Analyst II part of the Issue Resolution Team handles complex issues de-escalates customer complaintsresearchesPUCcomplaintsprocesses contractchangetransactions andassistssales 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
- Processcontractchange transactions (adds drops terminations assignments summary billing setup etc.)
- Provide brokerage/salessupport byassistingwithquestions/inquiries reportsandescalations
- Recognize and escalate system issues or process gaps that could negativelyimpactthe customer experience
- Support team members by sharing knowledge andexpertisetofacilitategrowthand development; provide back-up trainingassistance
- Provide back-up support to thecontactcenter
What Youll Bring
- Bachelors degree in education communications IT support business or a combination of 4 years of professional experience incustomer 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
- Demonstratea strong senseof 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 communicatingacross functions with colleagues in Customer Operations and Sales.
- This role is eligible for our hybrid work policy
- Must be willing and able to comply with all ENGIE ethics and safety policies
Why ENGIE
At ENGIE every talent has a role to play in the adventure of the century. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.
Join us and be part of the adventure!
ENGIE is proud to be an equal opportunity workplace and we are firmly committed to creating an inclusive workplace 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:
IC
About Company
We are ENGIE, a supplier of energy for homes and businesses, both in the UK and abroad. Our name might be new to you, but we've been around for quite a while. And in that time, we've achieved some pretty big things here in the UK
