What You Can Expect

As our Customer Experience Analyst II, you will be part of the Issue Resolution Team, handling complex issues, de-escalates customer complaints, researches PUC complaints, processes contract change transactions, and assists 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

What You'll Bring

• You 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
• You are knowledgeable in ERCOT and non-ERCOT markets, including PJM, MISO, NYISO, and NEPOOL
• You possess strong analytical and problem-solving skills, with meticulous attention to detail
• You demonstrate a strong sense of urgency and the ability to manage multiple priorities in a fast-paced environment
• You communicate effectively, both written and verbal, and collaborate across teams including Customer Operations and Sales
• You have intermediate proficiency in Microsoft Outlook, Word, and Excel, with the ability to type at least 50 WPM and a leadership mindset that supports a customer-centric culture

Additional Details

• This role is eligible for our hybrid work policy consisting of a minimum three (3) days in the office at the Houston, TX office
• Must be willing and able to comply with all ENGIE ethics and safety policies

Compensation

Salary Range: $63,300 - $88,515 USD annually

This represents the average expected pay range for a qualified candidate.

ENGIE complies with all federal, state, and local minimum wage laws. Actual salary offered may vary depending on geography, experience, education, internal pay alignment, or other bona fide factors.

In addition to base pay, this position is eligible for a competitive bonus / incentive plan.

Your Talent Acquisition Partner can share more specific information regarding the benefits or the salary for the position based on the work location.

At ENGIE, we take your well-being seriously. Our comprehensive benefits package includes options for 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 help you plan for retirement by offering a 401(k) Retirement Savings Plan with a company match. But that's not all - we're dedicated to the health and happiness of your entire family, offering supplemental benefits for full time employees that enhance emotional and physical well-being through all stages of life from family forming to caregiver benefits. Explore our benefits package to see how we can support you. Learn more.

Why ENGIE?

ENGIE North America isn't just participating in the Zero-Carbon Transition, we're leading it! Join us as we develop energy that is renewable, efficient, and accessible to everyone.

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 ENGIENA-ENGIEHR@engie.com. 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.

Business Unit: Supply & Energy Management

Division: BP B2B US

Legal Entity: ENGIE North America Inc.

Professional Experience: Skilled ( >3 experience <15 years)

Education Level: Bachelor's Degree

Company Name: ENGIE North America