ANALYST II BUSINESS CX SUPPORT

Description

Job Title:

Analyst II Business CX Support

Bus Unit:

B2B

At Shell Energy Solutions, we believe there’s a better way to power your business and home.

Aligned with Shell’s ambition to be a significant global power business and to become net zero by 2050, our cleaner, affordable, and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also have set out to deliver the best experience to our customers across all channels. 

Shell Energy Solutions mission is to deliver cleaner energy solutions for a brighter tomorrow by guiding customers toward a better energy future, enabling customer choice and by providing market-leading energy solutions.

Going above and beyond for our customers is what we’re all about and we have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead, and we need to keep moving forward. Are you ready to help us get there?

WHERE YOU FIT IN

The Customer Care Analyst II serves as an experienced customer support and analytics professional responsible for evaluating customer interactions, identifying process improvement opportunities, supporting frontline teams, and enhancing the overall customer experience. This role combines customer service expertise with analytical capabilities to ensure service quality, operational efficiency, and consistent delivery of a high-quality customer journey.

The role requires a blend of analytical skills as well as initiative and the ability to stay ahead of or anticipate business needs in a fast-paced environment. The individual will interface with marketing, sales, operations, and PUC prevention groups.  

JOB DUTIES & RESPONSIBILITIES (Main Responsibilities and duties)

• Work and manage case queues daily to ensure timely resolution and adherence to SLAs.
• Act as the primary escalation point for complex customer issues, ensuring fast, accurate, and empathetic resolution. Where required support with answering customer calls to maintain optimal SLA
• Identify root causes of customer friction and recommend long-term CX improvements to reduce repeat pain points. 
• Investigate customer complaints across all channels (Call Center, Email, PUC/BBB, internal teams) to ensure a consistent and high-quality experience. 
• Analyze customer journeys, operational workflows, and performance trends to identify experience gaps and drive process enhancements. 
• Maintain and improve the knowledge base, SOPs, and internal training materials to enhance customer and agent experience. 
• Support onboarding and act as a CX subject-matter expert to ensure new hires understand customer-centric practices. 
• Collaborate with product, operations, and cross-functional teams to resolve service gaps and elevate end-to-end journeys. 
• Participate in CX initiatives, workflow redesigns, and system enhancements to improve customer outcomes. 
• Champion the customer voice in meetings, planning sessions, and project discussions to ensure decisions align with customer needs.
• Other duties as assigned

ESSENTIAL SKILLS AND EXPERIENCE (Skills Needed to be successful) Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform essential functions.

• Experience working case queues, prioritizing issues, and ensuring resolution within SLAs and quality standards.
• Comfortable managing complex or high-visibility customer cases (e.g., regulatory, executive escalations).
• Ability to write clear SOPs, update knowledge articles, and support training initiatives for consistency.
• Proven experience partnering with Sales, Operations, Marketing, IT and frontline teams to address service gaps.
• Works with limited supervision and can assess and resolve complex issues.
• Strong interpersonal, analytical and time management skills.
• Ability to multi-task, problem-solve and articulate thoughts and concepts well.
• Intermediate experience in MS Office Suites and MS Excel.
• Inbound/Outbound sales and service experience.
• Experience in the energy-specific industry.
• Learner mindset and eye for continuous improvement needs.
• Excellent organization and time management skills, with the ability to maintain a strict level of attention to detail.
• Ability to work well within a team environment and demonstrate a vested interest in team goals and objectives.
• Excellent interpersonal, verbal, and written communication skills, with the ability to establish and maintain positive and effective working relationships.
• Self-motivated with the desire to consistently improve performance and gain further knowledge.
• Ability to meet deadlines, learn quickly, and demonstrate effective problem-solving and follow-up skills.
• Comply with company policies and procedures

LOCATION AND WORK SCHEDULE

• Required to be in-person in Houston, TX, through a hybrid workplace environment

BENEFITS OF WORKING WITH SHELL ENERGY

• Competitive Compensation
• Health Care - Medical/Dental/Vision/Prescription Drug Coverage
• 401(k) with Company Matching Contributions
• Flexible Spending Accounts (FSA)
• Health Savings Accounts (HSA)
• Disability Programs (STD & LTD)
• Employee Basic Term Life Insurance
• Generous Vacation & Company Holidays
• Flexible hybrid working schedule
• Training and coaching
• Tuition Reimbursement
• Paid Parental Leave
• And much more!

*Job descriptions are not intended as, nor should be construed to be, exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job duties and responsibilities essential for making fair pay decisions about the job.