Manager, Consultant Support

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Job Summary

This role is responsible for the management of the Consultant Support account specialist team which provides daily support for Ambit’s Independent Consultant residential and mass business acquisition sales channel. This role serves as a champion for channel growth while ensuring a positive work environment, good employee relations, and employee development.

Job Description Key Accountabilities

- Build trusted relationships with Independent Consultants, understand their needs, and implement tools and strategies to support their business needs.

- Identify, track and address issues related to system performance or enhancements that will create efficiencies within Consultant Support.

- Define and report Key Performance Indicators (KPI) and foster a culture of constant improvement.

- Effectively communicate issues to management, resolve escalated issues and partner with internal team to address concerns encountered in the field.

- Identify and implement process improvements and strategies to exceed key performance metrics.

- Identify trends that threaten customer acquisition, customer retention, and the customer experience. Work with partners to mitigate such threats.

- Act as a subject matter expert of Independent Consultant Policies and Procedures, Compensation Plan and Marketing practices.

- Serve as top-level point of contact for Consultants.

- Provide regular communication and performance updates to management.

- Coach, mentor and partner with Account Specialists to resolve disputes and complaints from Customers and Consultants.

Education, Experience, & Skill Requirements

- Experience in management of Sales, Customer/Client Services or Account Management .

- Excellent working knowledge of Ambit Consultant Compensation Plan.

- Demonstrated capability of working collaboratively across a matrix environment to achieve results important to the business.

- Thorough understanding and skills in call center environment to include KPI’s phone systems, customer service skills and best practices.

- Advanced proficiency with Microsoft Office Suite, internet and call center tools.

- Enthusiastic, high energy, great attitude and professional presence.

- Ability to proactively identify opportunities to improve and optimize sales channels.

- Experience gained through college degree programs and/or certifications is applicable to above skills and experience

Key Metrics

- Ability to plan, forecast, and manage resources; i.e. budget, staff, etc.

- Ensure teams meet or exceed monthly KPIs for performance and quality

- Ability to analyze performance trends and operational metrics to identify and articulate performance issues and improvement opportunities.

Job Family

Marketing

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.