Analyst III - Account Service Management

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Job Summary

The Analyst job function was created to undertake policy definition and approval, customer experience definition, strategic positioning, and other similar functions associated with the Retail Energy work streams. An ability to research and analyze complicated product invoicing and issues, provide effective and concise communication across internal and external clients, and providing exceptional customer service for large business customers and internal sales teams, as well as maintaining high SLA is key to success. As part of this team, the Analyst III has responsibility for analyzing and developing improvements to business processes, identifying and facilitating the creation of appropriate reporting around each function, managing and integrating processes relating to operations, and delivering an improved customer experience.

Job Description Key Roles & Responsibilities

:

- Establish and maintain methodologies to ensure on-going integration of processes

- Design measurement criteria to monitor the nature of the integration process

- Implement and manage an effective change management process to ensure smooth transition of new or adapted processes

- Identify process improvements to enhance the Retail Energy effectiveness and efficiency

- Support development of departmental and company processes & procedures

- Monitor and assess day-to-day related issues to ensure business practices, policies and procedures are executed in an effective manner

- Resolve reported issues in a timely and decisive manner, or escalate as appropriate

- Analyze customer feedback to identify solutions to improve and enhance the customers’ experience

- Assess, analyze and prioritize new business proposals for operational viability and ensure alignment with stated business objectives

- Create and maintain ongoing dialogue with strategic partner(s), internal personnel and Governance to ensure a positive, valued relationship that has unambiguous alignment with business initiatives

- Develop and present regular and timely reports

Education, Experience, And Skill Requirements

- 3-5+ years of related work experience

- 1-2 years experience with customer facing and project coordination/mgt methods required

- 2-4+ years developing and analyzing large-scale customer information system or processes

- Excellent negotiating, consensus building and conflict resolution skills

- Extensive communication and teamwork skills with both internal and external customers Able to effectively contribute to and lead small work groups, process team and focus groups

- Advanced Skill in using computer software applications such as MS Office products

- Strong analytical skills, including root cause analysis

- Working knowledge of Internet and related emerging technologies used to effectively aggregate/analyze critical business data

- Excellent Project Management skills

- Skill in developing process flows

- High School diploma or equivalent required

Key Metrics

- Timely resolution of customer inquiries, in adherence with SL metrics

- Customer Satisfaction; measure through customer feedback surveys

- Professional communication

- Delivery of quality customer experiences

- Call Center Service Level Performance 85/45

- Testing accuracy of 95%

Job Family

Marketing

Company

Energy Harbor LLC

Locations

Downtown Operations Center

Ohio

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 us at assistance@vistraenergy.com to make a request.