Retail Operations Customer Service Representative

** Retail Operations Customer Service Representative**
Job Title Retail Operations Customer Service Representative Position ID 27629719 Location The Woodlands, TX 77380 Other Location Description POSITION SPECIFIC DESCRIPTION
The New Energies group in Shell is focused on leading in the energy transition towards a low-carbon future through power / electrification, supporting our aim to power progress together through more and cleaner energy solutions. MP2 is an integral part of Shells global New Energy organization and with a mission to guide customers toward a better energy future, by enabling customer choice and by providing market-leading energy solutions.
The Retail Operations Customer Service Representative will report to the Customer Experience Supervisor and is responsible for interacting with customers and responding to their complaints, inquiries, and requests in a professional, timely and courteous manner.
JOB DUTIES & RESPONSIBILITIES
Responsible for efficient and quality customer service to all customer segments via telephone and email communications.
Actively promote the company and the value of its products and services.
Responsible for accepting and posting payments.
Responsible for analyzing and taking action on applicable reporting and any issues identified during day to day responsibilities.
Responsible for Market Relations communication and resolution.
Responsible for coordinating with team on coverage needs, and backing up other analysts on the team when necessary.
Responsible for analyzing and troubleshooting customer questions and concerns including working with other departments to ensure the best customer service interaction possible.
Responsible for all training, safety and compliance requirements
ESSENTIAL SKILLS AND EXPERIENCE
Strong interpersonal, analytical and time management skills
Solid writing skills
Ability to multi-task, problem solve and articulate thoughts and concepts well
Experience in MS Office Suites and MS Excel
Learner mindset and an eye for continuous improvement recommendations
PREFERRED SKILLS
Experience in Energy specific industry
Knowledge of ERCOT, PJM, MISO, NYISO, NEISO, PUC and/or TDSP/TDU standards
Knowledge in P2C and/or Excelergy (RevenueManager) billing platforms
QUALIFICATIONS AND EDUCATION REQUIREMENTS
High School Diploma or Equivalent Degree Required