Job Summary
This position is responsible for providing frontline customer service and support for prospective and existing customers. Issues may be received via emails, incoming customer calls, Market transactions, customer correspondence or internal departments. The agent will work directly with customers, other Vista departments, and Market participants such as ERCOT and both Texas and non-Texas Utilities. This position will diagnose the inquiry / problem and ensure end to end resolution.Job Description
Key Accountabilities
Handles incoming email customer inquiries including receipt, resolution and closed loop communication with the customer
Resolves failed enrollment transactions (BPEM cases) to ensure customers receive service timely
Resolves correspondence requests from customers (creates, mails, uploads to account, etc.)
Performs account corrections including billing / payment corrections, adjustments, resubmission / cancellation of transactions, etc.
Handles incoming customer service calls
Partners with Market Relations in identifying market transaction impacting issues
Education, Experience, and Skill Requirements
2 + years customer service experience
Good problem-solving skills
Excellent customer service skills
Effective communication skills including verbal and written
Demonstrated skills in a results-oriented production environment; achieving performance objectives
General understanding and comprehension of internal systems, market-related transactions; Utility Electric Market and ERCOT
Ability to positively and professionally interact with customers (internal & external) regularly
High School Diploma or equivalent
Key Metrics
Quality Assurance monthly metrics
Meet or exceed Post Call Survey goals
Responsible for achieving productivity and benchmark metrics
Contributory responsibility for achievement of Vistra Retail Scorecard customer experience goal
TXU Energy
1601 Bryan St
Dallas
Texas United States
www.txuenergy.com
