Customer Care Representative I

The Customer Care Representative focuses on providing best-in-class customer service to all ENGIE customers. This team is responsible for inbound and outbound customer service communications, customer issue inquiry and resolution, market compliance customer service guidelines/protocols, and customer feedback.

The Customer Care Representative reports to the Customer Care Manager and sits in the Houston, TX office. This role is eligible for the hybrid work schedule in-office and work-from-home.

What you’ll do:

Answer phones and assists customers with any and all inquiries

Take incoming and make 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

Follow all company policies and procedures, including but not limited to safety

Other duties as assigned

What you bring:

Bachelor’s degree or 4 years of directly related relevant experience in lieu of a degree required

Proficient in Excel, MS Word, and Power Point

Call Center Experience Required

Minimum of 1 years’ experience preferred in the Retail Electric Provider ‘REP’ industry with working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO)

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

Verbal and written skills are necessary as the primary method of correspondence is via email and phone

Must be able to communicate in English effectively, both verbally and in writing

Must be able to type at least 40 WPM

Impeccable writing skills

Microsoft Outlook, Word, Excel, Siebel and company portals are used on a daily basis.

Ability to work in a fast-paced environment with possible overtime and heavy multi-tasking

Strong computer navigation skills to enable navigation of multiple systems of record for research

Ability to manage multiple assignments on a timely basis with a high degree of accuracy

Familiar with CRM systems

Ability to work overtime with little notice; weekends hours may occasionally be required

Additional Information/Conditions:

Must be eligible to work for any U.S. employer without the need for sponsorship now or in the future

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

While performing the duties of this job, the employee is not exposed to weather conditions

The noise level in the work environment is usually moderate

Ability to meet highest attendance requirements

Ability to use a company computer, calculator

Could involve some lifting / up to 35 lbs

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job

Reasonable accommodations may be made to enable individuals with the needed assistance to perform the essential functions

Eligible for a hybrid schedule consisting of in-office and work-from-home opportunities

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.

Unite with us in leading the transformation of the world of energy! ENGIE is looking for talented and motivated individuals to create the future of energy and customer solutions. Join a rewarding and flexible work environment that encourages innovation and creativity to help customers meet their energy challenges today and in the future. Are you up for the challenge?

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 employment decisions at ENGIE are based on business needs, job requirements, and individual qualifications. ENGIE is committed to providing equal employment opportunities regardless of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship, age, sex or gender (including pregnancy, childbirth, and related medical conditions), gender identity, or gender expression (including transgender status), sexual orientation, marital status, civil union, or domestic partnership status, military service or veteran status, physical or mental disability, protected medical condition, genetic information, or any other legally protected category (referred to as “protected characteristics”) as defined by applicable federal, state or local law in the locations where we operate.

• More information can be found here: Discover our employee benefits
• Actual salary offered may vary depending on geography, experience, education, internal pay alignment, or other bona fide factors
• In addition to salary, this position is eligible for a competitive bonus / incentive plan
• At ENGIE we understand that benefits matter, we offer competitive benefit options including medical, dental and vision coverage, life insurance, employer paid short-term and long-term disability insurance, paid vacation, holidays, sick leave, parental leave, and a 401(k) Retirement Savings Plan option with a company match
• Salary Range: $39,270.00 – $100,620.00 USD, annually

ENGIE complies with all federal, state, and local minimum wage laws.

Your talent acquisition partner can share more specific information regarding the salary for the position based on the work location.

If you need assistance with this application or a reasonable accommodation due to a disability, you may contact us at [email protected] . 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.