Energy Assistance Analyst II

Energy Assistance Analyst

Within Customer Advocacy Services, the Energy Assistance Analyst is responsible for supporting low-income and customers in need of financial assistance by analyzing and developing improvements to business processes, identifying and facilitating the creation of appropriate reporting around each function, integrating processes relating to operations, and delivering an improved customer experience. This role will partner with Customer Ops Spt Svcs (COSS) to identify process gaps, drive increased agent awareness of tools available to assist customers (e.g., Public/Private funding, Energy Aid, 2-1-1, pledge / payment processes), identify opportunities to educate customers on Energy Assistance processes and work cross-functionally to implement identified solutions.

Key Accountabilities

• Establish and maintain methodologies to ensure on-going integration of Energy Assistance processes and support development of said processes
• Design measurement criteria to monitor the nature of the integration process
• Partner with Marketing and Brand to drive improved customer communications and messaging
• Analyze customer feedback (call listening, focus groups, etc.) to identify solutions to improve and enhance the customers' experience
• Partner with COSS to understand agent challenges, identify opportunities and drive initiatives to improve knowledge and awareness of tools (e.g., Public/Private funding, Energy Aid, 2-1-1, pledge / payment processes)
• Draft business cases / proposals for operational improvements and ensure alignment with business objectives
• Understand drivers of Energy Assistance cases and work to enhance process or drive reduction
• Partner with Energy Assistance Manager to enhance / automate pledge / payment process
• Develop and present regular and timely reports
• Take pledge calls; post pledges and payments as necessary

Education, Experience & Skill Requirements

• 2+ years related work experience in conducting root cause analysis and / or process improvement
• Experience with customer facing and project coordination/mgt methods preferred
• Strong analytical, root cause analysis and decision-making skills
• Strong teamwork skills; ability to effectively contribute to and occasionally lead small work groups, process team and focus groups
• Intermediate knowledge of Microsoft Office apps required (Outlook, PowerPoint, Word, Teams, SharePoint, etc.)
• Intermediate to advanced Excel skills (pivot tables, VLOOKUP's, macros, etc.)
• Knowledge of Vistra Retail operations, systems and policies and procedures a plus
• Subject matter expert in bill payment assistance processes a plus
• Working knowledge of Internet and related emerging technologies used to effectively aggregate/analyze critical business data
• Excellent negotiating, consensus building and conflict resolution skills
• Superior interpersonal and communication skills (both written and verbal)
• Demonstrates leadership skills
• Self-starter that can work independently with limited supervision
• Experience gained through college degree programs and/or certifications is applicable to above skills

Key Metrics

• Contributory responsibility in achieving PUC complaint metrics
• Reduction in Energy Assistance cases and manual pledge postings
• Support of departmental SLA's and work queue achievement
• Delivery of identified projects and initiatives
• Improved customer communications
• Documented processes and procedures

Job Family: Customer Service

Company: Vistra Retail Operations Company

Locations: Irving, Texas Texas

We 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.

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