Customer Experience Analyst II – Commercial Energy

Join a dynamic Fortune 500 company and play a key role in delivering exceptional customer experiences while advancing your career in a fast-paced, high-impact environment.Primary Services is excited to announce the Customer Experience Analyst II role for a leading organization in the energy sector. This position offers the opportunity to work on complex customer cases, support regulatory processes, and provide essential assistance to sales and brokerage teams. The ideal candidate will bring a strong analytical mindset, deep knowledge of retail energy operations, and a commitment to enhancing the customer journey within a large, structured corporate environment.Responsibilities:Act as the primary contact to de-escalate customer complaints, owning the resolution process end-to-end.Analyze, resolve, and respond to complex customer cases.Research PUC complaints and provide feedback to Regulatory; respond directly to PUC inquiries in select states.Process contract change transactions, including adds, drops, terminations, assignments, and summary billing setup.Assist brokerage and sales teams with escalations, inquiries, and reporting.Identify and escalate system issues or process gaps that could negatively impact customer experience.Support team members by sharing knowledge, providing back-up training, and facilitating growth and development.Provide back-up support to the contact center as needed.Qualifications:Bachelor’s degree in education, communications, IT support, business, or equivalent with 4 years of professional experience in customer care operations.Minimum of 3 years of experience in the Retail Electric Provider (REP) industry, Commercial segment preferred.Working knowledge of ERCOT and Non-ERCOT markets (PJM, MISO, NYISO, NEPOOL).Advanced analytical and problem-solving abilities.Strong attention to detail and a high sense of urgency.Exceptional written communication skills.Ability to manage multiple tasks concurrently, adjusting priorities based on case complexity and evolving business requirements.Capable of working independently and collaboratively, effectively communicating across Customer Operations and Sales functions.This role offers a chance to grow professionally while contributing to a Fortune 500 company known for its industry leadership and customer-first approach.