Customer Issues Agent II

Irving, TX - USA

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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

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.

Required Experience:

Unclear Seniority

Job Summary

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

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.

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.

Required Experience:

Unclear Seniority

Key Skills

Corporate
Lighting
Marketing & Advertising
Back Office

Apply Now

About Company

Vistra

We are here to help our clients make decisions, acting with the speed and confidence they need to seize a world of enduring opportunity. Enabled by a culture of learning, continual improvement and focus on operational excellence, we work seamlessly with our clients for the long-term. ... View more

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Customer Issues Agent II

Irving, TX - USA

Job Summary

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.

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.

Key Skills

About Company

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