Energy Assistance Analyst II

Vistra; Irving (TX); On-site; USD 50,000 - 70,000; Full time

Job summary

Vistra is seeking an Energy Assistance Analyst to support low-income customers needing financial assistance. This role focuses on analyzing and improving business processes, enhancing customer experience, and educating customers on Energy Assistance procedures, all while working collaboratively across teams.

Qualifications

• 2+ years related work experience in process improvement.
• Strong analytical and decision-making skills.
• Intermediate to advanced Excel skills.

Responsibilities

• Analyze business processes and improve customer experience.
• Collaborate with Customer Ops to identify process gaps.
• Draft proposals for operational improvements.

Skills

Analytical skills

Decision-making skills

Teamwork

Negotiation

Conflict resolution

Excellent communication

Education

College degree or certifications

Tools

Microsoft Office

Excel

Job description

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

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.

Job Description

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 • Parter 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 TexasWe 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! If you currently work for Vistra or its subsidiaries, please apply via the internal career site.

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 us [e-mail] make a request.