Customer Experience Advisor

What You Can Expect

As an Operations Retail Advisor, you will minimize credit risk exposure and reduce credit losses by executing established collections procedures. You will apply sound business judgment and effective communication skills to enforce compliance with contractual payment terms through direct customer outreach. This role is responsible for the timely management of internal and external customer inquiries to ensure prompt resolution, as well as the accurate and timely execution of disconnect and reconnect processes. This position is based in Houston, TX and reports to the Collections Manager.

• Escalate accounts requiring DNP (disconnect for non-payment) to the collection team to facilitate prior contact with the customer before the DNP process, streetlights, guardrails, master meters
• Possess excellent communication skills, along with strong listening abilities and problem-solving capabilities
• Demonstrates comprehensive expertise in all market regulations related to the collection, billing, and collection processes, with the ability to appropriately manage disconnections or service terminations for overdue customers

What You'll Bring

• You hold a Bachelor's degree in Accounting or Business or five (5) years business experience in lieu of degree
• You have commercial collections experience, preferably 3 years in a high-volume corporate collections environment, with the ability to manage multiple priorities and meet deadlines in a fast-paced setting
• You are knowledgeable in billing and collections procedures, credit and payment history analysis, disconnect/reconnect and move-out (MVO) processes, and regulatory documentation requirements, including support for PUC complaints
• You hold strong written and verbal communication skills (Spanish proficiency preferred) and demonstrate professionalism, sound judgment, and effective problem-solving when engaging with customers and internal stakeholders
• You are highly organized, detail-oriented, goal-driven, and self-motivated, with the ability to remain composed and effective in stressful situations
• You have experience collaborating cross-functionally with teams such as Sales, Legal, Cash Applications, and Transaction Management to resolve disputes, support renewals, and ensure timely operational execution
• You are proactive in identifying process improvements, contributing to departmental projects, developing documentation and SOPs, preparing reports, and supporting management while working in alignment with ENGIE Ways of Working

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: $86,100 - $132,020 USD annually

This represents the average expected pay range for a qualified candidate.

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 and emergency or on-call pay.

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, every talent has a role to play in the adventure of the century. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.

Join us and be part of the adventure!

ENGIE is proud to be an equal opportunity workplace, and we are firmly committed to creating an inclusive workplace 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.