Office Of The President Agent

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
  
  

• Bilingual in English & Spanish preferred
  
  

• 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 preferred
• Basic Microsoft office suite skills, emphasis on Excel
• Minimum High School Diploma or equivalent
• Ability to positively and professionally interact with customers (internal & external) regularly
• Must be able to work in a fast-paced environment and be able to handle stressful situations
  
  

• Customer Experience
• Customer Satisfaction/Customer Effort (Post Call Survey)
• Trusted Advisor Quality Assurance Skills
• Performs multiple work types and functions more difficult in nature
• Responsible for negotiating complaint resolution with the customer
• Performs account corrections, adjustment, or clearing of transactions or billing failures
• Ability to consistently meet quality, service and other performance metrics
• Margin Metrics
• Customer Losses
• Product Value
• Credit Metrics (Collection Rate, CRM Payment Arrangements)
• Billing Metrics