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Customer Support Representative II

Company: TXU Retail Services Company
Location: Irving
Posted on: May 3, 2021

Job Description:

If you have what it takes to become part of the Vistra Energy 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 SummaryThe position is responsible for working designated work queues in support of defined work queue achievement and service level achievement metrics. The position will be responsible for the more complex customer issues and will need to work using inputs from multiple sources to identify and resolve customer exceptions.This position primarily supports Dynegy non-Texas billing, but could support other areas of billing as necessary.Job DescriptionKey Accountabilities:Review invoices for accuracy around billing, price calculations, presentment, etc. Review various data elements via ad-hoc reports dailyPerform research on customers accounts to identify and resolve complex exceptions preventing the desired customer outcomeIdentify and escalate issues found while working accounts to support incident prevention practicesWork with cross-functional teams to resolve customer issuesFocus on the needs of the customer and look for opportunities to improve the customer experienceWork a designated number of work queue assignments within a timeframe that support the business need / deadlinesPerform operational control attestations within the departmentSuggest work destruction and continuous improvement opportunities to leadershipEducation, Experience, and Skill Requirements:2+ years experience in a customer service capacity and billingAbility to work under time deadlinesIntermediate to Advanced Excel skillsDemonstrated skill in supporting large volume work queue assignmentsMinimum High School Diploma or equivalentKey Metrics:Review invoices daily to support accurate billing and resolve issues that are found.Research to identify the root cause of a customer issue and make corrections to promote resolutionMake decisions quickly and in support of the best outcome for the customerProvide input to defined business processes to identify and drive continuous improvement in support of the customer experiencePerformance against stated departmental service level metricsJob FamilyCustomer ServiceCompanyTXU Retail Services CompanyLocationsIrving, TexasTexasWe are a company of people committed to: Exceeding Customer Expectations, Great People, Teamwork, Competitive Spirit and Effective Communication. If this describes you, then you will have a good career here!If you currently work for Vistra Energy, TXU or Luminant please apply via the internal career site.

Keywords: TXU Retail Services Company, Irving , Customer Support Representative II, Other , Irving, Texas

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