Customer Experience Analyst II - Issue Resolution

What You Can Expect

As our Customer Experience Analyst II, you will be a key member of the Issue Resolution Team, responsible for managing complex customer issues and providing end-to-end support on escalated cases. In this role, you will serve as the primary point of contact for de-escalating customer complaints, investigating Public Utility Commission (PUC) inquiries, processing contract change transactions, and supporting sales representatives and brokers with escalations. You will analyze, resolve, and respond to a wide range of customer concerns, ensuring a high-quality customer experience throughout. This position is based in Houston, TX and reports to the Customer Experience Advisor.

• Research PUC complaints and provide feedback to Regulatory; respond directly to PUC in some states
• Process contract change transactions, adds, drops, terminations, assignments, and summary billing setup
• 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 related field. In lieu of a degree, we will accept a combination of four (4) years of professional experience in customer care operations
• A minimum of two (2) years in the Retail Electric Provider 'REP' industry, Commercial segment Working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO, NEPOOL)
• You are detail-oriented and thrive in fast-paced environments, demonstrating a strong sense of urgency while effectively managing multiple tasks and shifting priorities
• You have exceptional written communication skills and the ability to collaborate across teams, including Customer Operations and Sales
• You are knowledgeable in Microsoft Outlook, Word, and Excel, and able to type at least 50 WPM with efficiency and accuracy
• You have advanced analytical and problem-solving skills, allowing you to navigate complex customer issues independently and within a team
• You are committed to fostering a customer-centric culture, bringing a leadership mindset that encourages and empowers those around yo

Additional Details

• This role is eligible for our hybrid work policy working three (3) days in-office and two (2) days remote
• Must be willing and able to comply with all ENGIE ethics and safety policies

Compensation

Salary Range: $61,400 - $94,070 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.

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, 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 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.