Customer Care Rep III

Vistra • Irving, TX

10d

About The Position

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.

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

Responsibilities

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED