Resolution Support Specialist I

Resolution Support Specialist I

The primary purpose of the Resolution Support Specialist I is to provide customer service and sales support to prospective and existing customers. This position doesn't fit in the standard "Call Center Agent" box. In this role you'll serve as a "Generalist" taking a multitude of varying types of inbound calls daily. Your core responsibility will be to diagnose the problem, manage the resolution process to include interaction with external business partners and close the communication loop with the customer on actions taken. A Resolution Support Specialist delivers a low effort high quality customer experience while upholding the company core principles. This position also assists with recommendations to improve process and or system performance to improve the overall service provided to TXUE and other Vistra family brands.

Key Accountabilities

• Adhere to company Attendance Guidelines/Requirements
• Meet departmental call queue service levels
• Meet departmental Key Performance Indicators & Metrics
• Handle Inbound calls to support billing inquiries, account maintenance and all other service-related customer question/concerns
• Make outbound calls to customers and or outside departments for customer resolution
• Process orders, payments and open cases to initiate customer resolution & satisfaction
• Provide customer service using Trusted Adviser skills
• Negotiate complaint resolution to avoid PUC/BBB complaints
• Support Specialty Markets Front Line & Business Off-Line agents via Lead Line
• Gain/Retain customers by using all resources available

Education, Experience, & Skill Requirements

• High School Diploma or equivalent
• 1-2 years customer service experience
• Texas Electric Market experience preferred
• Proficiency with PC, Laptop computer terminal and/or telephone
• Excellent analytical and problem-solving skills
• Attention to detail and ability to manage multiple priorities
• Demonstrated high level of effective decision-making and negotiating skills
• Strong communication skills both verbal and written

Bi-lingual English/Spanish is a plus but not required.