Customer Experience Specialist II

What You Can Expect

As our Customer Experience Specialist II, you will be responsible for analyzing and resolving complex issues that cannot be managed at the frontline level. Your role includes de-escalating internal and external customer complaints, researching Public Utility Commission (PUC) complaints, and providing brokerage support. You will serve as the primary point of contact for resolving and de-escalating customer complaints, ensuring a high level of customer satisfaction. Additionally, you will analyze, resolve, and respond to complex customer cases. This position is based in Houston, TX, and reports to the Customer Experience Manager.

 

• Research PUC complaints and provide feedback to Regulatory
• Assist with brokerage support, including handling questions, reports, escalations, and training needs
• Identify and escalate system issues or process gaps impacting the customer experience
• Share knowledge and expertise with team members; provide back-up training and support
• Provide back-up support to the call center, process contract change transactions, and perform other related duties as assigned

 

What You’ll Bring

• You have a minimum of a High School Diploma or equivalent
• Minimum of 3 years in the Retail Electric Provider ‘REP’ industry, Commercial segment or related field
• You possess expert analytical and problem-solving skills, an acute sense of urgency, impeccable attention to detail, and exceptional writing skills
• You can manage multiple tasks simultaneously while shifting priorities based on case complexity and business needs
• You have a working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL) and intermediate experience with Microsoft Outlook, Word, and Excel
• You are able to work independently and in a team environment, communicating cross-functionally with Customer Operations and Sales
• You have a leadership mentality to encourage and empower teammates and are dedicated to supporting and building a customer-centric culture

 

 

Additional Details

• This role is eligible for our hybrid work policy
• Must be willing and able to comply with all ENGIE ethics and safety policies

 

 

Compensation

Salary Range: $53,900 – $77,175 USD annually

 

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

Actual offered salary may depend on geography, experience, industry knowledge, education, internal pay alignment, or other bona fide factors.

 

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.

 

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