Customer Retention Analyst I_MKRT1G

What You Can Expect

As our The Customer Retention Analyst I, you will be responsible for maintaining and improving customer loyalty by addressing issues, providing solutions, and enhancing customer satisfaction. This role involves engaging with ENGIE customers looking to renew their contract and implementing strategies to retain customers. This role will sit in Houston, TX, reporting to the Customer Rentention Advisor

• Handle inbound and outbound customer retention calls, emails, and chats with professionalism and empathy
• Identify customer concerns and provide appropriate solutions to enhance satisfaction
• Develop and implement strategies to reduce customer turnover

What You’ll Bring

• You hold a Bachelor's degree in Business Management, or we will accept three (3) years of relevant work experience where you gained hands-on skills in customer service delivering high quality service
• This is an entry-level position, and prior experience is not necessary. You will be expected to manage customer retention efforts, ideally within a customer service role, by communicating directly with customers to address concerns and enhance their experience with the brand. You will also manage inbound and outbound calls while communicating effectively. Exposure to customer service settings would be advantageous
• You are knowledgeable in the Retail Electric Provider (REP) industry, with working knowledge of ERCOT and Non-ERCOT Markets (PJM, MISO, NYISO)
• You have strong interpersonal and communication skills, with the ability to handle difficult conversations and resolve conflicts effectively
• You are proficient in using customer relationship management (CRM) software and maintaining accurate records of customer interactions
• You are skilled in problem-solving and analytical thinking, with the ability to navigate multiple systems for research
• You will work independently and collaboratively with other departments to resolve customer issues promptly, while meeting retention targets and KPIs
• You are proficient in Microsoft Excel, Word, and PowerPoint, and have excellent verbal and written communication skills, including the ability to type at least 40 WPM

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 all ENGIE ethics and safety policies

Compensation

Salary Range: $61,400 – $94,070 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.

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.    

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.