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 II will research, resolve, document and provide written responses to customer complaints and/or customer inquiries referred by State Regulatory Commissions, the Better Business Bureau (BBB), State Attorneys General, Governmental offices, as well as other Legal and Regulatory entities, in addition to social media inquiries/complaints. Responsibilities include interfacing with end user customers, State Regulatory Commissions, the BBB, external and governmental organizations to resolve customer issues. The position conducts root cause analysis with utilization of closed loop processes 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 various business leaders within Vistra Retail is required.
Job Description
Key Accountabilities
Resolve customer complaint issues referred by the State Regulatory Commissions, BBB and other governmental organizations
Perform 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 Retail
Interface with, negotiate with, 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 or other duties as assigned
Education, Experience, & Skill Requirements
2-3 years significant customer service/customer operations/process optimization experience
2-3 years experience working in CRM systems/applications
Knowledge of electricity & gas industries and competitive retail electric & gas markets preferred
Knowledge of States Regulatory Commission Customer Protection Rules preferred
Knowledge of social media applications/platforms a plus
Strong verbal and written communication skills
Strong root cause analysis, analytical, problem solving and decision making skills
Intermediate Microsoft office suite and Adobe Acrobat skills
Ability to work effectively in a rapidly changing environment
Ability to interface with all levels of management
High School Diploma or equivalent required
Key Me trics
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 maintains and publishes a Complaint Scorecard
Contributory responsibility for achieving an A+ BBB rating for all Vistra 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!
If you currently work for Vistra or its subsidiaries, please apply via the internal career site.
It 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.
If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation, please email us at assistance@vistraenergy.com to make a request.
Vistra (NYSE: VST) is a leading Fortune 500 integrated retail electricity and power generation company based in Irving, Texas, that provides essential power resources to customers, businesses, and communities from California to Maine.
Vistra is the largest competitive power generator in the U.S., with a capacity of approximately 41,000 megawatts, or enough to power 20 million homes, operating in all of the major competitive wholesale markets in the country. Vistra is a leader in the energy transformation and expansion with an unyielding focus on reliability, affordability, and sustainability, powered by a diverse portfolio that includes natural gas, nuclear, coal, solar, and battery energy storage facilities. The company continues to grow its zero-carbon resources, operating the second-largest fleet of competitive nuclear power plants in the country, substantial battery energy storage capacity, and a growing number of solar facilities.
Vistra is one of the largest competitive electricity providers in the country and takes an innovative, customer-centric approach to retail, offering solutions to meet customers' needs, including more than 50 renewable energy plans. Through its family of retail brands, Vistra serves approximately 5 million residential, commercial, and industrial retail customers.
As a leader in the responsible transformation of the country's energy supply, Vistra has made significant progress towards its 2030 and 2050 targets. The company has committed to a 60% reduction of Scope 1 and 2 greenhouse gas emissions by 2030, as compared to our 2010 baseline, and net-zero carbon emissions by 2050, assuming necessary technological advancements and public policy incentives are achieved. Learn more about our environmental, social, and governance efforts and read the company's sustainability report at https://vistracorp.com/sustainability/ .
Vistra's hardworking team is committed to its purpose, "lighting up lives, powering a better way forward" and is guided by four core principles: we do business the right way, we work as a team, we compete to win, and we care about our stakeholders, including our customers, our communities where we work and live, our employees, and our investors. Learn more about how Vistra is powering a better way forward at vistracorp.com (https://c212.net/c/link/?t=0&l=en&o=3967404-1&h=3533293724&u=https%3A%2F%2Fwww.vistracorp.com%2F&a=https%3A%2F%2Fwww.vistracorp.com) .
Come join us and be part of something special! Click here to learn more about Vistra.
It 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.
If you are an individual with a disability and need assistance submitting an application or would like to request an accommodation, please email us at assistance@vistraenergy.com to make a request.
