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Customer Support Specialist II

2 months ago

Irving, Texas, United States Vistra Corporate Services Company Full time

If you possess the skills to become a vital part of the Vistra family and are interested in embarking on a rewarding career with a global leader, consider the exciting employment opportunities available.

Position Overview

This role is dedicated to addressing customer concerns that necessitate advanced research and corrective measures on customer accounts. The individual in this position will identify issues, oversee the resolution process, and conduct thorough root cause analyses to assess whether the problem could affect other customers. These efforts contribute to formulating recommendations aimed at enhancing processes and/or system performance, ultimately elevating the overall service provided to Vistra customers.

Key Responsibilities

  • Gather essential information from customers and systems to comprehend the nature of inquiries, navigating ambiguity to determine the most effective course of action.
  • Resolve customer issues and complaints through both verbal and written communication.
  • Execute account adjustments, including re-bills, corrections, or resolution of transaction and billing discrepancies.
  • Negotiate complaint resolutions with customers while adhering to all company, legal, and regulatory standards.
  • Identify, analyze, and report the root causes of customer issues.
  • Document and communicate corrective action issues to relevant business partners.
  • Identify technologies and processes to prevent future customer escalations.

Qualifications

  • Minimum of 2 years of experience in issue resolution and/or handling escalated calls.
  • Proficient in CRM systems and applications.
  • Excellent verbal and written communication skills.
  • Adept at analyzing and resolving escalated customer issues with minimal assistance.
  • Strong analytical and root cause analysis capabilities.
  • Ability to interpret and apply policies, procedures, and processes.
  • Exceptional decision-making and negotiation skills.
  • Understanding of market-related transactions, including Texas Electric Market or other markets.
  • Basic proficiency in Microsoft Office Suite, particularly Excel.
  • High School Diploma or equivalent required.
  • Bilingual in Spanish and English is essential.

Performance Metrics

Customer Experience

  • Customer Satisfaction and Effort (Post Call Survey)
  • Quality Assurance Skills as a Trusted Advisor

Financial Metrics

  • Customer Retention Rates
  • Product Value Assessment

Credit Metrics

  • Billing Metrics

Job Family

Customer Service

Company

TXU Retail Services Company

Commitment to Diversity

Vistra is committed to exceeding customer expectations through teamwork, competitive spirit, and effective communication. We provide equal employment opportunities to individuals in all aspects of employment, 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 law.