Customer Care Specialist II - Regulatory Response
Customer Care Specialist II - Regulatory Response
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1 Vacancy
Job Description
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
The Customer Care Specialist II will research resolve document and provide written responses to customer complaints and/or customer inquiries referred by State Regulatory Commissions the Better Business Bureau (BBB) State Attorneys General Governmental offices as well as other Legal and Regulatory entities in addition to social media inquiries/complaints. Responsibilities include interfacing with end user customers State Regulatory Commissions the BBB external and governmental organizations to resolve customer issues. The position conducts root cause analysis with utilization of closed loop processes and recommends process changes to improve the customer experience. Additional interface as necessary with cross-functional support teams in Customer Experience Services Legal and Regulatory and various business leaders within Vistra Retail is required.Job Description
Key Accountabilities
- Resolve customer complaint issues referred by the State Regulatory Commissions BBB and other governmental organizations
- Perform root cause analysis of each complaint assist in identifying complaint trends and collaborate with business partners to assist in eliminating drivers of discontent resulting in reduced customer complaints
- Effectively assess risk associated with customer complaints and interface with Legal and Regulatory as needed to ensure responses have a high level of detail thoughtfulness and clarity to mitigate risk of violations fines and/or other negative impact to Vistra Retail
- Interface with negotiate with and maintain an excellent working relationship with the State Regulatory Commissions and BBB to ensure complete resolution to customer issues within required timelines in relation to intake resolution and response to complaints
- Utilization of appropriate brand voice when responding to customer inquiries in the social media landscape
- Perform special projects or other duties as assigned
Education Experience & Skill Requirements
- 2-3 years significant customer service/customer operations/process optimization experience
- 2-3 years experience working in CRM systems/applications
- Knowledge of electricity & gas industries and competitive retail electric & gas markets preferred
- Knowledge of States Regulatory Commission Customer Protection Rules preferred
- Knowledge of social media applications/platforms a plus
- Strong verbal and written communication skills
- Strong root cause analysis analytical problem solving and decision making skills
- Intermediate Microsoft office suite and Adobe Acrobat skills
- Ability to work effectively in a rapidly changing environment
- Ability to interface with all levels of management
- High School Diploma or equivalent required
Key Metrics
- Contributory responsibility for achievement of Vistra Retail Scorecard customer complaint goal
- Achievement of required Regulatory Commission and BBB complaint response timelines
- Contributory responsibility for achieving the highest customer service rating in states where the Regulatory Commission maintains and publishes a Complaint Scorecard
- Contributory responsibility for achieving an A BBB rating for all Vistra Retail brands
Job Family
Customer ServiceCompany
Vistra Retail Operations CompanyLocations
Irving TexasTexasWe 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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
