Energy Assistance Analyst II

Energy Assistance AnalystWithin 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 AccountabilitiesEstablish and maintain methodologies to ensure on-going integration of Energy Assistance processes and support development of said processesDesign measurement criteria to monitor the nature of the integration processPartner with Marketing and Brand to drive improved customer communications and messagingAnalyze customer feedback (call listening, focus groups, etc.) to identify solutions to improve and enhance the customers' experiencePartner 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 objectivesUnderstand drivers of Energy Assistance cases and work to enhance process or drive reductionPartner with Energy Assistance Manager to enhance / automate pledge / payment processDevelop and present regular and timely reportsTake pledge calls; post pledges and payments as necessaryEducation, Experience & Skill Requirements2+ years related work experience in conducting root cause analysis and / or process improvementExperience with customer facing and project coordination/mgt methods preferredStrong analytical, root cause analysis and decision-making skillsStrong teamwork skills; ability to effectively contribute to and occasionally lead small work groups, process team and focus groupsIntermediate 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 plusSubject matter expert in bill payment assistance processes a plusWorking knowledge of Internet and related emerging technologies used to effectively aggregate/analyze critical business dataExcellent negotiating, consensus building and conflict resolution skillsSuperior interpersonal and communication skills (both written and verbal)Demonstrates leadership skillsSelf-starter that can work independently with limited supervisionExperience gained through college degree programs and/or certifications is applicable to above skillsKey MetricsContributory responsibility in achieving PUC complaint metricsReduction in Energy Assistance cases and manual pledge postingsSupport of departmental SLA's and work queue achievementDelivery of identified projects and initiativesImproved customer communicationsDocumented processes and proceduresJob Family: Customer ServiceCompany: Vistra Retail Operations CompanyLocations: 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!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 at assistance@vistraenergy.com to make a request.