Job Summary
This position is responsible for providing exceptional customer service for large business customers and internal sales teams. As a member of the Account Service Management team an ability to research and analyze complicated product invoicing and issues, provide effective and concise communication across internal and external clients, and understanding of the balance between customer satisfaction and financial bottom line is key to success.Job Description
Key Accountabilities
Researches and resolves complicated issues and provide customers with detailed analysis, explanations and reconciliations on contract information
Reviews, discusses and explains products, services, contractual terms and conditions, billing policies and payment options
Responds to service requests, monitors transactions and acts as a liaison with the customer and the Transmission and Distribution Utility companies
Initiates contract changes including amendments and location additions and deletions
Is able to work simultaneously in multiple systems, databases, office programs and online solutions including but not limited to SAP, Access, Excel, various online repositories
Work with the extended sales teams on bids and customer issues when necessary - including attending client meetings and sales pitches
Owns, monitors and reports on assigned monthly risk controls
Works cross-functionally with Sales, Analytics, Billing, Marketing and Revenue Operations to ensure high performance standards and service goals are being met
Negotiates, approves and/or recommends billing adjustments, credits, waivers etc after conducting thorough analysis and in accordance with corporate Delegation of Authority processes
Education, Experience, & Skill Requirements
2+ years experience providing verbal and written customer support
Possesses and utilizes strong analytical, mathematical and problem solving skills
Superior skills interacting and communicating with customers
Strong verbal and written communication skills
Ability to analyze and resolve complex customer issues/cases, independently
Strong decision-making abilities and negotiating skills
Strong understanding and comprehension of market-related transactions; Texas Electric Market and ERCOT preferred
Self-motivated individual
Exhibits flexibility and embraces frequent change
SAP experience preferred
Utilization of MS Office tools
High school diploma or equivalent
Experience gained through college degree programs and certifications or equivalent experience.
Key Metrics
Timely resolution of customer inquiries, in adherence with SL metrics
Customer Satisfaction; measure through customer feedback surveys
Professional communication
Delivery of quality customer experiences
Consistent learning and skill development
Follows all company, legal and regulatory guidelines in response to customer issues
TXU Energy
1601 Bryan St
Dallas
Texas United States
www.txuenergy.com
