Customer Care Specialist II - Regulatory Response (Administrative)

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 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 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

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.