Senior CSMR Representative - Remote

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Summary:

The Customer Support and Market Relations Complex Transactions Senior Representative is the point of referral for all transaction-based customer issues referred by Customer Care Representatives. Being the last line of resolution, this role is responsible for the complete, accurate and timely resolution of escalated customer issues. The highly complex issues require multiple cross-functional skill sets to achieve resolution. The representative must demonstrate strong analytical problem solving abilities, possess a strong knowledge of Texas Set market transactions and be able to independently resolve issues. Must also demonstrate the ability to learn quickly, apply new methods of resolution and assume broader execution capabilities currently distributed throughout the operations organization.

 

Essential Duties/Responsibilities:

• Resolve highly complex issues concerning residential and small commercial customer accounts. This requires strong analytical skills to review data, analyze information, diagnose a resolution and perform all system and/or market corrections.
  • Strong analytical skills are required in the following fields: Texas Set market transactions, complex billing transactions, enrollment process analysis, customer contact records, and multiple back office segments.
• Requires the ability to execute complex resolution paths that require various skills currently exhibited in organizations such as Enrollment Transaction Management, Billing, Credit, Disputed Bills, Issue Resolution Desk and the Public Utility Commission Team. This includes the processing of failed Intermediate Documents (IDOCs) applying credits/debits as necessary, generating corrected invoices and providing explanation of customer billing and issue resolution.
• Requires interaction with market entities such as ERCOT, Transmission & Distribution Service Providers (TDSP) and other REPs in efforts to fully research, diagnose and resolve customer issues. The Complex Transactions Specialist is responsible for the complete internal and external (market) resolution of all issues assigned.
  • Based on research, will need to initiate transaction based requests with the aforementioned market entities to aid in the completion of the issue resolution process.
  • Responsible for monitoring the accurate completion of EDI Transactions from Reliant through ERCOT to the TDSP.
• Requires extensive research and review of accounts to determine the origin of customer issues identified within CCS, which includes enrollments, move-ins, periodic reads, move-outs, switches, metering issues, etc.
• Interact with customers who are typically more difficult to satisfy. Because of this, must be able to diffuse customer frustrations and establish a trusting relationship that creates confidence that the customer’s issues will be resolved quickly and accurately.
• Requires the ability to work with escalation teams (Revenue Billing, Test Director and MarkeTrak) in order to centralize transaction related communications with external parties.  Must also interface with a wide variety of teams and departments in a diplomatic manner in an effort to resolve customer issues.
• Requires strong mathematics skills in order to perform bill credit calculations based off of research and diagnosis of the issue. Review and understand customer’s payment and consumption usage history in order to calculate adjustments to process invoices and/or render corrected invoices to customers.
• Requires the ability to accurately document the issue classification and error origination in order to aid in the tracking of issue trends. This data is vital for the training of other employees and trending analysis for future issues expectations.
• Requires the ability to maintain a balance of new daily issues and ‘pended’ issues. Employee is responsible for the complete, accu