Customer Care Rep I

What You Can Expect

As our Customer Care Representative, you will specialize in delivering exceptional customer service to all ENGIE customers. Your responsibilities include managing inbound and outbound customer communications, resolving inquiries and issues, ensuring compliance with market service guidelines, and collecting customer feedback. In this role, you will be expected to answer phones and assist customers with any/all inquiries, occasionally make outbound telephone calls, process credit card payments, assist customers with online portal access and questions, initiate refund requests, and submit and process tickets for complex issues and/or customer escalations that cannot be resolved on the first contact. This role sits in Houston, TX and reports to the Customer Care Manager.

• Ensures requests for New and Renewal sales inquiries is routed to the appropriate sales associate for handling
• Provides a thoughtful and caring customer interaction regardless of the situation with a focus on serving the customer
• Interacts with cross-functional partners to resolve customer issues
• Able to balance providing an amazing customer experience while being efficient and achieving established performance KPIs
• Customer advocate; provide feedback to management and other key internal stakeholders to assist in retention strategies and overall customer satisfaction
• Follows all company policies and procedures, including but not limited to safety

What You’ll Bring

• You hold a Bachelor’s degree or equivalent work experience
• This entry-level position, prior experience is not necessary, you will be expected to deliver high-quality customer service, manage inbound and outbound calls, and handle collections. Exposure to sales or customer service settings could be advantageous
• You will serve as a customer advocate in the Retail Electric Provider (REP) industry, gaining familiarity with ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO)
• You are experienced in customer service for energy commercial end-use customers, supporting agreed-upon products and services
• You are proficient in Excel, MS Word, and Power Point, Microsoft Outlook, Word, Excel, and Siebel
• You have proficient verbal and written communication skills in English, primarily through email and phone
• You are adept at multitasking in a fast-paced environment, navigating multiple systems with accuracy, and handling multiple assignments with timeliness and precision

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 ENGIE’s policy with respect to COVID vaccination and testing
• Must be willing and able to comply with all ENGIE ethics and safety policies

Compensation

Salary Range: $47,600 – $66,570 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.