Customer Care Representative I

This is a CONTRACT POSITION.
Your employment will be held by a third-party company of ENGIE’s choosing. Any offered contract role will not constitute an offer for nor guarantee of future employment with ENGIE.

What You Can Expect
The Customer Care Representative II focuses on the needs of the customer, providing the data and service(s) requested to ensure that customer expectations are not only managed, but met. The Customer Care Representative II is accountable for analyzing and resolving complex issues that can’t be managed at the frontline level alongside de-escalating internal/external customer complaints, researching PUC complaints, and providing brokerage support.

• Answer phones and assists customers with any/all inquiries

• Take incoming and makes outbound telephone calls, processes credit card payments, assists customers with online portal access and questions, initiates refund requests, submit and process tickets for complex issues and/or customer escalations that cannot be resolved on the first contact

• Ensure requests for New and Renewal sales inquiries is routed to the appropriate sales associate for handling

• Provide a thoughtful and caring customer interaction regardless of the situation with a focus on serving the customer

• Interact with cross-functional partners to resolve customer issues

• Balance providing an amazing customer experience while being efficient and achieving established performance (Key Performance Indicators) KPIs

• Customer advocate; provide feedback to management and other key internal stakeholders to assist in retention strategies and overall customer satisfaction

What You’ll Bring

• Bachelor’s degree required or additional 4 years of relevant experience in lieu of degree

• Minimum 3 years in the Retail Electric Provider ‘REP’ industry, Commercial segment preferred working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO)

• Minimum 3 years of call center experience required

• Experience in customer service dealing with energy commercial end use customers to support agreed upon products and services preferred

• Siebel and company portals are used on a daily basis

• Familiar with CRM systems

Additional Details

• This role is eligible for our hybrid work policy; explain any work outside of the typical policy

• Must be willing and able to comply with all ENGIE ethics and safety policies

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.