Customer Issues Agent - Office of the President

Customer Service Representative

This position is responsible for handling customer issues which require a higher level of research, accompanied by corrective actions on customer accounts. This position will diagnose the problem, manage the resolution process and perform needed root cause analysis to determine if the problem has the potential of impacting other customers. These actions assist with identifying recommendations to improve processes and / or system performance to ultimately improve the overall service provided to Vistra customers.

Key Accountabilities

• Acquire necessary information from both customers and systems to understand the nature of the inquiry, work through ambiguity to determine the best course of action
• Responsible for resolving customer issues / complaints verbally and in written form
• Performs account corrections including re-bills, adjustments, or clearing of transactions and billing failures
• Responsible for negotiating complaint resolution with the customer while complying with all company, legal and regulatory guidelines
• Identifies, analyzes and reports on the root causes of customer issues
• Identifies, records and reports corrective action issues to the appropriate business partners
• Identifies technologies and processes to mitigate future customer escalations

Education, Experience, & Skill Requirements

Key Metrics

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!