Customer Care Specialist III

The Customer Care Specialist III will research, resolve, document and provide written response to complaints and/or customer inquiries referred by State Regulatory Commissions, the Better Business Bureau (BBB), Governmental offices, as well as other Legal and Regulatory entities, in addition to social media inquiries/complaints. This position reports to a Manager II within Customer Experience Services. Responsibilities include interfacing with end user customers, State Regulatory Commissions, the BBB, external and governmental organizations, root cause analysis, analysis of trends and recommendations on process changes to improve the customer experience. Additional interface as necessary with cross-functional support teams in Customer Experience Services, Legal and Regulatory, and the various Business owners within Vistra is required..

• Resolve customer complaint issues referred by State Regulatory Commissions, BBB and other governmental organizations.
• Perform thorough root cause analysis of each complaint to assist in identifying and eliminating drivers of customer discontent.
• Assist in the analysis of complaint trends and proactively offer ideas and solutions to reduce complaints and improve the customer experience.
• Provide thorough and well written responses to customer complaints sent by the State Regulatory Commissions, BBB and other governmental organizations.
• Ensure all written responses have a high level of detail, thoughtfulness, and clarity to mitigate possible risks to Vistra.
• Interface, negotiate, and maintain an excellent working relationship with the State Regulatory Commissions and BBB to ensure complete resolution to customer issues.
• Follow all State Regulatory Commissions and BBB required timelines in relation to the intake, resolution, and response to State Regulatory Commissions and BBB complaints.
• Identify, record, and report corrective action issues to the appropriate business partners as required.
• Utilization of appropriate brand voice when responding to customer inquiries in the social media landscape
• Perform other duties as assigned.

• High school diploma or equivalent
• Experience gained through college degree programs and/or certifications is applicable to referenced skills
• The minimum experience requirements are:
• 3+ years significant customer service/customer operations experience
• Knowledge of the electricity industry and competitive retail electric markets
• Knowledge of the State Regulatory Commissions’ Customer Protection Rules a plus
• Knowledge of various social media applications/platforms a plus

• Demonstrate strong written and verbal communication skills
• Excellent customer focus skills
• Strong analytical, organizational, and time management skills
• Strong decision-making skills
• Strong root cause analysis skills
• Excellent negotiating skills and consensus building
• Skill in using Microsoft Office applications
• Ability to work effectively in a rapidly changing environment
• Ability to achieve quality work under deadline pressure
• Ability to work comfortably with all levels of management and leadership

Customer Service TXU Retail Services Company Royal Lane Office Texas