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Customer Relations Advisor (3292)

📁
Sales / Customer services
💼
North America
📅
CUS00000125 Requisition #


The Customer Relations Group of ENGIE Resources 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 Relations Advisor is responsible for leading a team of customer relations analysts, dedicated to customer issue resolution and customer satisfaction. The CRA will be expected to coach, train, staff, manage the team’s day to day functions, and improve processes to meet predetermined KPIs and objectives.

 
What you’ll do:
  • Manage the customer experience by working with the customer relations representatives/analysts to ensure the team promotes and maintains positive solutions-focused interactions with all customers
  • Field requests and inquiries as needed and resolve all escalated customer issues
  • Daily coaching of representatives/analysts performance to ensure standards are being met and identify areas of improvement
  • Audit, monitor and manage the teams inbound and outbound customer communication to observe rep performance, technique, and adherence of guidelines and procedures.
  • Manage rep training and development to improve rep productivity and customer interactions
  • Support and act as a back up to customer relations representatives/analysts by overseeing sales techniques, providing call assistance, back-office process clarification, and training
  • Monitor KPI statistics and reporting to effectively track progress against key objectives
  • Customer advocate; provide feedback to customer relations management and other key internal stakeholders to assist in retention strategies and overall customer satisfaction
  • Assist and train analysts on customer interaction techniques to decrease repeat customer calls and decrease escalations



What you bring:
  • Bachelor’s degree required
  • 7 plus years customer relations experience required.
  • Proficient in Excel, MS Word, and Power Point
  • Call center supervisory experience required
  • Experience in customer service dealing with energy commercial end use customers to support agreed upon products and services preferred
  • Bilingual (English & Spanish) preferred
  • Manage the customer experience by working with the customer relations representatives/analysts to ensure the team promotes and maintains positive solutions-focused interactions with all customers
  • Field requests and inquiries as needed and resolve all escalated customer issues
  • Daily coaching of representatives/analysts performance to ensure standards are being met and identify areas of improvement
  • Audit, monitor and manage the teams inbound and outbound customer communication to observe rep performance, technique, and adherence of guidelines and procedures.
  • Manage rep training and development to improve rep productivity and customer interactions
  • Support and act as a back up to customer relations representatives/analysts by overseeing sales techniques, providing call assistance, back-office process clarification, and training
  • Monitor KPI statistics and reporting to effectively track progress against key objectives
  • Customer advocate; provide feedback to customer relations management and other key internal stakeholders to assist in retention strategies and overall customer satisfaction
  • Assist and train analysts on customer interaction techniques to decrease repeat customer calls and decrease escalations
  • Microsoft Outlook, Word, Excel, Siebel and company portals are used on a daily basis
  • Verbal and written skills are necessary as the primary method of correspondence is via email and phone
  • 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
  • Familiar with CRM systems. Salesforce experience is a plus.
  • For this position, you must have evidence of right to work in the U.S. There is no employer sponsorship of U.S. residency or work authorization with this role.


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 more renewable, more efficient and more 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? 

ENGIE is an Equal Opportunity Employer - Minorities/Females/Veterans/Disability.

 

This job advertisement is supported by the ENGIE Talent Acquisition team. All related inquiries must be communicated through Talent Acquisition and not directed to ENGIE North America Managers. Failure to follow the ENA process may result in nonpayment of agency fees.


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