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 is responsible for account management within the Consultant Support Team. This includes strong relationship building engagements with our consultants that provide them with the education, motivation, and encouragement to grow their Ambit Independent Consultant business. Account Management Specialists will provide a performance quality analysis of the consultant's position and present opportunities for financial growth/promoting to the next level. This requires an engaging personality, attention to detail, and a high level of research to resolve customer and consultant inquiries while foreseeing and proactively preventing future issues.Job Description
Key Accountabilities
*Acquire necessary information from customers, consultants, and systems to understand the nature of the inquiry, work through ambiguity to determine the best course of action
*Responsible for resolving complex customer/consultant questions, issues, or complaints through in-bound/out-bound call support in a positive and professional manner
*Performs account analysis including case reporting for adjustments, refunds, commissions errors or account sponsorship changes
*Responsible for de-escalating complaints with customers and consultants while complying with all company, legal and regulatory guidelines
*Identifies, analyzes, and reports on the root causes of customer and consultant issues and provides resolution
*Identifies, records, and reports any widespread issues to the appropriate business partners to enhance consultant experience
*Identifies best practices and educates customers and consultants to mitigate future customer/consultant escalations
Education, Experience, & Skill Requirements
*1 year of job-related experience performing issues resolution, account management, customer service, or in-bound phone support
*Bilingual (English/Spanish) preferred
*Strong verbal and written communication skills
*Ability to read, analyze, interpret, and take actions/base decisions from/on complex documents and apply company policy
*Strong Microsoft Office skills and proficiency
*Experience with market-related transactions; Texas Electric Market and ERCOT preferred
*Available to work a full-time schedule at the designated work site (40 hours weekly) - currently can include a rotating schedule of Monday - Friday between the hours of 8:20 A.M. - 5:30 P.M., and Saturday 9:50 A.M. - 5:00 P.M.
*High School Diploma or GED equivalent
Key Metrics*Must meet acceptable attendance and punctuality
*Meet or exceed monthly QA Consultant Experience score
*Meet or exceed monthly QA Job Knowledge / Resolution score
*After successfully attending 6 -8 weeks of training, must be able to demonstrate mastery in course material by obtaining an 80% or above in the final assessment. "
Job Family
MarketingCompany
Vistra Retail Operations CompanyLocations
Irving, TexasTexasWe 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!
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 usatassistance@vistraenergy.comtomake a request.
