Customer Issues Agent I

Vistra Corp • East Naples, FL

1d

About The Position

This position supports Customer Care Representatives/Specialists in the acknowledgement, communication, investigation, negotiation, resolution, documentation, and reporting of consumer and small business service. The CIA will also identify product and service solutions that address customer issues and present the offering to the customer when appropriate.

Requirements

• 1-2 years related job experience.
• Experience gained through college degree programs and/or certifications is applicable to above skills.
• Attention to detail
• Strong computer skills.
• Strong customer service skills.
• Strong verbal and written communication skills.
• Strong computer application skills.
• High School Diploma or equivalent.
• Ability to work in a fast-paced professional environment.
• Ability to understand and comprehend market-related transactions; Texas Electric Market experience a plus.
• Ability to manage multiple priorities simultaneously.
• Ability to read, interpret, and apply policies, procedures and processes.
• Strong decision-making abilities and negotiating skills.
• Ability to positively and professionally interact with customers (internal & external) regularly.
• Ability to meet quality, service, and other performance metrics.
• Ability to analyze and resolve complex customer issues/cases.

Responsibilities

• Resolve escalated customer issues and complaints as assigned.
• Resolve and respond to campaign management, executive response letters and customer issue referrals.
• Offer appropriate product and service options to customers that can reposition their complaints to sales opportunities.
• Analyze and report all complaint and service-related information to comply with regulatory, business, and corporate practices.
• Identify opportunities for development of business processes/procedures and quality standards.
• Assist in the development of solutions to customer problems/performance standards to meet service goals with all Customer Operations, Sales, Marketing, and departments.
• Identify, record, and report corrective action issues to the appropriate business partners.
• Recognize root causes and analyze customer issues.

What This Job Offers

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