Customer Care Rep III

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 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 call center 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

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