Customer Experience Analyst II

This is a CONTRACT POSITION.

Your employment will be held by a third-party company of ENGIE’s choosing. Any offered contract role will not constitute an offer for nor guarantee of future employment with ENGIE.

 

Duration:

• 12 months

 

Compensation:

• Pay Rate: $30.00/hr.

 

Location:

• Houston (Hybrid)

 

 

What You Can Expect:

The Customer Experience Specialist II is accountable for analyzing and resolving complex issues that can’t be handled at the frontline level alongside de-escalating internal/external customer complaints, researching PUC complaints, and providing brokerage support.  

 

• Serve as a primary point of contact for de-escalating internal/external customer complaints 

• Analyze, resolve, and respond to complex customer cases  

• Research PUC complaints to provide feedback to Regulatory  

• Provide brokerage support by assisting with questions/inquiries, reports, escalations, and training needs 

• 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 call center; answer questions, escalate system issues, provide training reminders   

• Process contract change transactions. 

 

What You’ll Bring:

• Bachelor’s degree
• Minimum of 3 years in the Retail Electric Provider ‘REP’ industry, Commercial segment preferred 

• Must possess expert analytical and problem-solving skills, an acute sense of urgency, impeccable attention to detail, and be an effective communicator with exceptional writing skills 
• Manage multiple tasks simultaneously whilst shifting priorities dependent on case complexity and business demands/needs  

• Work both independently and in a team environment, alongside communicating cross-functionally with team members in Customer Operations and Sales 

• Working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL) 

• Intermediate experience in Microsoft Outlook, Word, Excel 

• Leadership mentality to encourage and empower teammates 

• Dedicated to supporting and building a customer-centric culture 

 

Additional Information/Conditions:

• This role is eligible for our hybrid work