If you have what it takes to become part of the Vistra family and would like to start a promising career with a global leader take a look at the exciting employment opportunities that are currently available and apply online.
Job Summary
This position is responsible for handling customer issues which require a higher level of research accompanied by corrective actions on customer accounts. This position will diagnose the problem manage the resolution process and perform needed root cause analysis to determine if the problem has the potential of impacting other customers. These actions assist with identifying recommendations to improve processes and/or system performance to ultimately improve the overall service provided to Vistra customers.
Job Description
Key Accountabilities
Acquire necessary information from both customers and systems to understand the nature of the inquiry work through ambiguity to determine the best course of action
Responsible for resolving customer issues/complaints verbally and in written form
Performs account corrections including re-bills adjustments or clearing of transactions and billing failures
Responsible for negotiating complaint resolution with the customer while complying with all company legal and regulatory guidelines
Identifies analyzes and reports on the root causes of customer issues
Identifies records and reports corrective action issues to the appropriate business partners
Identifies technologies and process to mitigate future customer escalations
Education Experience & Skill Requirements
2 years experience performing issue resolution and/or escalated call handling
Knowledge and use CRM systems/applications
Strong verbal and written communication skills
Ability to analyze and resolve escalated customer issues/cases with minimal assistance
Strong analytical and root cause skills
Ability to read interpret and apply policies procedures and processes
Strong decision-making abilities and negotiating skills
Understanding and comprehension of market-related transactions; Texas Electric Market or non-Texas Markets
Basic Microsoft office suite skills emphasis on Excel
Bilingual in English & Spanish preferred
Minimum High School Diploma or equivalent
Key Metrics
Customer Experience
Customer Satisfaction/Customer Effort (Post Call Survey)
Trusted Advisor Quality Assurance Skills
Margin Metrics
Customer Losses
Product Value
Credit Metrics (Collection Rate CRM Payment Arrangements)
Billing Metrics
Job Family
Customer Service
Company
Vistra Retail Operations Company
Locations
Irving Texas
Texas
We are a company of people committed to: Exceeding Customer Expectations Great People Teamwork Competitive Spirit and Effective Communication. If this describes you then apply today!
If you currently work for Vistra or its subsidiaries please apply via the internal career site.
It is the policy of the Company to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment including in selection for job opportunities without regard to race color religion sex sexual orientation gender identity pregnancy national origin age disability genetic information military service protected veteran status or any other consideration protected by federal state or local laws.
If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation please email usmake a request.