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.

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.