Customer Issues Agent

Position: Customer Issues Agent I
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
** This position supports Customer Care Representatives/Specialists in the acknowledgement, communication, investigation, negotiation, resolution, documentation, and reporting of consumer and small business service. The CIA will also identify product and service solutions that address customer issues and present the offering to the customer when appropriate.
** Job Description
**** Key Accountabilities**•
** Resolve escalated customer issues and complaints as assigned.**•
** Resolve and respond to campaign management, executive response letters and customer issue referrals.**•
** Offer appropriate product and service options to customers that can reposition their complaints to sales opportunities.**•
** Analyze and report all complaint and service-related information to comply with regulatory, business, and corporate practices.**•
** Identify opportunities for development of business processes/procedures and quality standards.**•
** Assist in the development of solutions to customer problems/performance standards to meet service goals with all Customer Operations, Sales, Marketing, and departments.**•
** Identify, record, and report corrective action issues to the appropriate business partners.**•
** Recognize root causes and analyze customer issues.
**** Education, Experience, & Skill Requirements*
* • 1**-2 years related job experience.**•
** Experience gained through college degree programs and/or certifications is applicable to above skills.**•
** Attention to detail**•
** Strong*
* ** computer skills.**•
** Strong customer service skills.**•
** Strong verbal and written communication skills.**•
** Strong computer application skills.**•
** High School Diploma or equivalent.
**** Key Metrics**•
** Ability to work in a fast-paced professional environment.**•
** Ability to understand and comprehend market-related transactions;
Texas Electric Market experience a plus.**•
** Ability to manage multiple priorities simultaneously.**•
** Ability to read, interpret, and apply policies, procedures and processes.**•
** Strong decision-making abilities and negotiating skills.**•
** Ability to positively and professionally interact with customers (internal & external) regularly.**•
** Ability to meet quality, service, and other performance metrics.**•
** Ability to analyze and resolve complex customer issues/cases.
**** 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  to make a request.
** 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 .
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