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Job Description
Overview:
This position is responsible for handling customer issues in the Office of the President 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 causes analysis to determine if the problem has potential of impacting other customers. These actions assist with identifying recommendations to improve process and/or system performance to ultimately improve the overall service provided to TXU Energyâs customers. Role includes integration of Dynegy merger responsibilities, as applicable to resolution of escalated customer inquiries.
Responsibilities:
- 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 al company, legal and regulatory guidelines
- Identifies, analyses and reports on the root causes of customer issues
- Identifies, records and reports corrective action issues to the appropriate business partners
- Identifies technologies and process to mitigate future customer escalations
- All other duties as assigned
Requirements:
- Bi-lingual (Spanish) REQUIRED
- High School Diploma or GED equivalent
- 2+ years experience performing issues resolution; job-related experience preferred
- Strong verbal and written communication skills
- Ability to analyze and resolve complex customer issues/cases, independently
- Strong analytical and root cause skills
- Ability to read, interpret, and apply policies, procedures and processes
- Strong decision-making abilities and negotiating skills
- Strong understanding and comprehension of market-related transactions; Texas Electric Market and ERCOT
- Ability to positively and professionally interact with customers (internal & external) regularly
Job Family
Customer Service
Company
TXU Retail Services Company
Locations
Irving, Texas
Texas
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