Description
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. ***Bilingual RequiredJob 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
- Bi-lingual Required
- Demonstrate proficiency with 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
- Proficiency with Microsoft office suite, particularly Excel
- Minimum High School Diploma or equivalent
Contact
TXU Energy
1601 Bryan St
Dallas
Texas United States
www.txuenergy.com
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