Customer Care Specialist IV – Regulatory Response

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

The Customer Care Specialist IV will research, resolve, document and provide written response to complex customer complaints and customer inquiries referred by State Regulatory Commissions, Better Business Bureau (BBB), State Attorneys General, Governmental offices, other Legal and Regulatory entities, and social media inquiries/complaints. Responsibilities include interfacing with end user customers, State Regulatory Commissions, the BBB, external and governmental organizations. The position conducts root cause analysis with utilization of closed loop process, conducts analysis of trends and recommends process changes to improve the customer experience. Additional interface as necessary with cross-functional support teams in Customer Experience Services, Legal and Regulatory, and the various Business owners within Vistra Retail is required.

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Job Description

Key Accountabilities:•Resolve complex customer complaint issues referred by the State Regulatory Commissions, BBB and other governmental organizations.•Perform thorough root cause analysis of each complaint, assist in identifying complaint trends, and collaborate with business partners to assist in eliminating drivers of discontent, resulting in reduced customer complaints.•Effectively assess risk associated with customer complaints and interface with Legal and Regulatory, as needed, to ensure responses have a high level of detail, thoughtfulness and clarity to mitigate risk of violations, fines and/or other negative impact to Vistra Energy Retail•Interface, negotiate, and maintain an excellent working relationship with the State Regulatory Commissions and BBB to ensure complete resolution to customer issues, within required timelines in relation to intake, resolution and response to complaints•Utilization of appropriate brand voice when responding to customer inquiries in the social media landscape•Perform special projects and other duties as assigned

Education, Experience, & Skill Requirements:

•5+ years significant customer service/customer operations/process optimization experience•3-5 years experience working in CRM systems/applications •Knowledge of the electricity & gas industries and competitive retail electric & gas markets required•Knowledge of States Regulatory Commission Customer Protection Rules required•Knowledge of social media applications/platforms desired •Superior verbal and written communication skills•Ability to analyze trends, determine root causes, identify performance issues and articulate areas for improvement•Excellent problem solving skills; able to solve problems guided only by general organization objectives and policies•Works independently and requires minimal supervision•Intermediate Microsoft office suite & Adobe Acrobat skills•Ability to work comfortably will all levels of management

High School diploma or equivalent required

Key Metrics:

•Contributory responsibility for achievement of Vistra Retail Scorecard customer complaint goal•Achievement of required Regulatory Commission and BBB complaint response timelines •Contributory responsibility for achieving the highest customer service rating in states where the Regulatory Commission publishes a Complaint Scorecard•Contributory responsibility for achieving an A+ BBB rating for all Vistra Energy Retail brands

Job Family

Customer Service

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!

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