Senior Energy Assistance Representative

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

Within Customer Advocacy Services, the Senior Energy Assistance Representative is responsible to support Vistra Corp agency bill payment assistance programs and associated social agency outreach.

The Senior Energy Assistance Representative is responsible for managing daily workflow for the Energy Assistance Associates and Energy Assistance Representative for agency pledges, reconciling agency payments, bill payment agency support and customer referrals to agency partners.

Job Description

Key Accountabilities

- Subject matter expert to ensure Energy Assistance Associates and Energy Assistance Representatives are managing daily workload to ensure social agency (external) partners expectations and company guidelines are met

- Analyzes and resolve extremely complex customer issues independently including communication with social agency partners along with assisting other team members

- Handles escalated customer issues and solutions to complex client/agency issues in partnership with other internal departments and external agency partners

- Manages all social agency pledging correspondence channels (verbal and written) with annual revenue of ~$40 million/~200,000 customers pledges

- Manages all Energy Aid email correspondences with customers seeking assistance

- Manages daily reconciliation of agency payments for customer accounts, annually ~$40 million in preparing the data for the Energy Assistance Team monthly controls

- Ensures company policies, procedures and Public Utility Commission Customer Protection Rules are met in managing daily workload

- Responsible to train team members on updated applications, processes and, procedures along with train new team members as appropriate

- Partners with billing and transaction management to automate Energy Assistance processes

Education, Experience & Skill Requirements

- 5+ years job related experience - 2+ years Energy Assistance experience

- Superior communication skills (verbal and written)

- Detailed orientated

- Demonstrate analytic skills to automate processes

- Microsoft Office proficiency required to include intermediate skills with Excel(create spreadsheets, V-lookups, etc.) and Access databases

- Superior Customer Service skills

- Ability to render good judgment and make sound decisions based on program parameters

- Excellent understanding of company policies, procedures and PUC Customer Protection Rules

- High School Diploma or equivalent required

Key Metrics

- Ensures company policies, procedures and Public Utility Commission Customer Protection Rules are met in managing daily workload for Energy Assistance Team

- Ensures company service levels and overall company business plan are met

- Ensures monthly Energy Assistance Controls are preformed with timeline

- Consistently exceeds quality, service and productivity metrics

Job Family

General Services

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.