Customer Issues Agent II at Vistra in Irving, TX

Customer Issues Agent II Location: Irving, Texas 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 Preferences •Spanish bilingual preferred 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 usat assistance@vistraenergy.com tomake a request.