Customer Experience Specialist, II

ENGIE
Houston, TX
Category Customer Service
Job Description
Customer Experience Specialist, II handles complex issues, de-escalates customer complaints, researches PUC complaints, processes contract change transactions, and assists sales reps/brokers with escalations.

Requirements

  • Bachelor’s degree in education, communications, IT support, business, or a combination of 4 years of professional experience in customer 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
  • Demonstrate a strong sense of 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 communicating across functions with colleagues in Customer Operations and Sales
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