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Job Summary
This role is responsible for the management of the Advisor Support account management team which provides daily support for Ambit’s Energy Advisor 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 Energy Advisors, understand their needs, and implement tools and strategies to make them successful.
•Identify, track and address issues related to system performance or enhancements that will create efficiencies within Advisor 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 internal and external partners to mitigate such threats.
•Act as a subject matter expert of Energy Advisor Policies and Procedures, Compensation Plan and Marketing practices.
•Serve as top-level point of contact for all Energy Advisors.
•Provide regular communication and performance updates to Energy Advisors.
•Coach, mentor and partner with Account Managers to resolve escalated issues and complaints from Customers and Advisors.
Education, Experience, & Skill Requirements
•Experience in management of Sales, Customer/Client Services or Account Management .
•Excellent working knowledge of Ambit Consultant and Advisor Compensation Plans.
•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.
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