Account Management Specialist Associate

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) mandatory
• 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 5 - 6 weeks of training, must be able to demonstrate mastery in course material by obtaining an 80% or above in the final assessment.

Job Family

Marketing

Company

TXU Retail Services Company

Locations

Irving, TexasTexas

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.