What’s the role 

We are looking for a highly motivated individual with a genuine interest in energy and technology, and a passion for delivering products for a growing company. 

The Customer Engagement Analyst serves as a senior‑level customer experience and operational effectiveness professional responsible for owning complex customer issues, identifying systemic service risks, and driving continuous improvement across the customer lifecycle. This role operates with a high degree of autonomy and judgment, balancing hands‑on case resolution with analytical insight to improve service quality and elevate the end‑to‑end customer experience. 

This position plays a critical role in supporting frontline teams, shaping customer‑centric processes, and influencing cross‑functional partners. The ideal candidate demonstrates strong initiative, advanced problem‑solving skills, sound decision‑making, and the ability to anticipate business needs in a fast‑paced, highly regulated environment. The role routinely interfaces with Marketing, Sales, Operations, IT, and PUC/Regulatory Prevention teams and is expected to represent the customer's voice at an elevated level. 

Accountabilities: 

• Own and actively manage complex and high‑visibility case queues to ensure timely, accurate resolution in accordance with SLAs, quality standards, and regulatory requirements. 

• Serve as a senior escalation point for sensitive, multi‑touch, or regulatory‑related customer issues, applying sound judgment and empathy to achieve effective resolution. 

• Provide hands‑on support during periods of high volume or risk to ensure SLA adherence, service continuity, and customer satisfaction. 

• Identify root causes of customer pain points and service failures using case data, trends, and qualitative insights; develop actionable recommendations to reduce repeat drivers and improve outcomes. 

• Analyze customer journeys, operational workflows, and performance trends to identify experience gaps and drive process enhancements.  

• Maintain, enhance, and govern customer care knowledge bases, SOPs, job aids, and training materials to ensure consistency, accuracy, and scalability of service delivery. 

• Establish and reinforce best practices for case handling, escalation management, documentation, and customer communications. 

• Contribute to CX initiatives, workflow redesigns, system enhancements, and process changes by providing customer‑impact analysis and informed recommendations. 

• Represent the customer voice in meetings, planning sessions, and project discussions to ensure customer needs are integrated into decision‑making. 

• Support onboarding and continuous learning by ensuring new and existing team members understand policies, processes, and customer experience expectations.   

What you bring  

• Must have legal authorization to work in the US on a full-time basis for anyone other than current employer 

• High school diploma required. Bachelor’s degree or equivalent experience preferred. 

• At least 5 years of call center or customer care experience, preferably in the retail energy industry 

• Demonstrated experience managing complex, high‑risk, or regulatory‑related customer cases (e.g., PUC, BBB, executive escalations) 

• Comfortable managing complex or high‑visibility customer cases (e.g., regulatory, executive escalations). 

• Strong analytical skills with experience identifying trends, root causes, and systemic issues across customer interactions. 

• Advanced written communication skills, including the ability to draft SOPs, knowledge content, customer communications, and process documentation. 

• Comfort operating with ambiguity, exercising sound judgment, and making decisions that balance customer impact, compliance, and business needs. 

• Strong interpersonal skills with the ability to handle sensitive situations calmly and professionally. 

• Excellent time management, organization, and multitasking capabilities in fast‑paced environments. 

• Intermediate to advanced proficiency in MS Office, including Excel; ability to analyze data and produce actionable insights. 

• Inbound and outbound customer service and sales experience. 

• Energy industry experience and familiarity with regulatory requirements strongly preferred. 

What we offer 

The base salary range for this position is $80,000 - $120,000 per year.  As   pay will be based on various factors, such as relevant work experience, education, certifications, skill level, seniority, and internal equity.  

For regular full-time or regular part-time employees of the Company (participating companies as listed in the Summary Plan Description), insurance coverage options include medical, dental, vision coverage, life Insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs. Employees also participate in a company pension plan and a 401(k) plan. Paid leave includes up to 6 weeks of paid vacation time, up to 11 paid holidays, and parental leave offering 16 weeks of paid leave for birthing parents, and 8 weeks of paid leave for non-birthing parents. 

Additionally, employees are eligible for short-term disability leave for up to 26 weeks at 100% or 50% of base pay as well as Long-Term Disability insurance. Shell also offers other compensation such financial reimbursement for adoption, wellness, education, and personal learning expenses, and some roles are eligible for discretionary long-term incentives.  For interns, eligible benefits include medical, dental, and vision coverage, life insurance, Business Travel Accident Insurance, and Occupational Accidental Death Benefit programs; participation in a 401(k) plan; and paid leave for up to 11 paid holidays.  Additional information on Shell’s US benefit programs can be found at https://www.shell.us/careers/about-careers-at-shell/rewards-and-benefits.html. 

You bring your skills and experience to Shell and in return you work with talented, committed people on one of the most important challenges facing our planet. You’ll have the opportunity to develop the skills you need to grow in an environment where we value honesty, integrity, and respect for one another. You’ll be able to balance your priorities as you become the best version of yourself. 

• Progress as a person as we work on the energy transition together 

• Continuously grow the transferable skills you need to get ahead 

• Work at the forefront of technology, trends, and practices 

• Collaborate with experienced colleagues with unique expertise 

• Achieve your balance in a values-led culture that encourages you to be the best version of yourself 

• Benefit from flexible working hours, and the possibility of remote/mobile working 

• Perform at your best with a competitive starting salary and annual performance related salary increase – our pay and benefits packages are considered to be among the best in the world. 

• Take advantage of paid parental leave, including for non-birthing parents 

• Join an organization working to become one of the most diverse and inclusive in the world. We strongly encourage applicants of all genders, ages, ethnicities, cultures, abilities, sexual orientation, and life experiences to apply 

• Grow as you progress through diverse career opportunities in national and international teams 

• Gain access to a wide range of training and development programs