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
This position is responsible for providing exceptional customer service for large business customers and internal sales teams. A successful member of the Account Service Management team has the ability to research and analyze complicated product invoicing and issues, provide effective and concise communication across internal and external clients, and understands the balance between customer satisfaction and Vistra's financial bottom line.Job Description
Key Accountabilities
Researches and resolves complicated issues and provides customers with detailed analysis, explanations, and reconciliations on contract information
Reviews, discusses, and explains products, services, contractual terms and conditions, billing policies, and payment options
Responds to service requests, monitors transactions, and acts as a liaison for the customer and the Transmission and Distribution Utility companies
Initiates contract changes including amendments and location additions and deletions
Is skilled at working simultaneously in multiple systems, databases, and online solutions, including but not limited to SAP, Excel, Salesforce, and SharePoint
Works with the extended sales teams to facilitate customer onboarding and issue resolution when necessary
Works cross-functionally with Sales, Account Set-Up, Billing, Contract Management, and Revenue Operations to ensure high performance standards and service goals are met consistently
Negotiates, approves, and/or recommends billing adjustments, credits, waivers, etc. after conducting thorough analysis in accordance with corporate Delegation of Authority processes
Education, Experience, & Skill Requirements
2+ years' experience providing verbal and written customer support preferred
Possesses and utilizes strong analytical, mathematical and problem-solving skills
Superior skills interacting and communicating with customers
Strong verbal and written communication skills
Ability to analyze and independently resolve complex customer issues
Strong decision-making abilities and negotiating skills
Self-motivated individual with desire to learn/continually improve
Exhibits flexibility and embraces frequent change
Preferred but not required: strong understanding and comprehension of market-related transactions; Texas Electric Market and ERCOT problem-solving
SAP and Salesforce experience preferred
MS Office tools (Excel, SharePoint, Outlook, etc.) experience preferred
High school diploma or equivalent
Experience gained through college degree programs and/or certifications is applicable to above skills
Key Metrics
Timely resolution of customer inquiries in adherence with SL metrics
Customer Satisfaction; measured through customer feedback surveys
Professional communication
Delivery of quality customer experiences
Consistent learning and skill development
Follows all company, legal, and regulatory guidelines in response to customer issues
Job Family
SalesCompany
Vistra Retail Operations CompanyLocations
Irving, TexasTexasIt 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.