Customer Issues Agent II

2+ years experience performing issue resolution and/or escalated call handling
Knowledge and use CRM systems/applications
Strong verbal and written communication skills
Ability to analyze and resolve escalated customer issues/cases, with minimal assistance
Strong analytical and root cause skills
Ability to read, interpret, and apply policies, procedures and processes
Strong decision-making abilities and negotiating skills
Understanding and comprehension of market-related transactions; Texas Electric Market or non-Texas Markets
Basic Microsoft office suite skills, emphasis on Excel
Minimum High School Diploma or equivalent

Acquire necessary information from both customers and systems to understand the nature of the inquiry, work through ambiguity to determine the best course of action
Responsible for resolving customer issues/complaints verbally and in written form
Performs account corrections including re-bills, adjustments, or clearing of transactions and billing failures
Responsible for negotiating complaint resolution with the customer while complying with all company, legal and regulatory guidelines
Identifies, analyzes and reports on the root causes of customer issues
Identifies, records and reports corrective action issues to the appropriate business partners
Identifies technologies and process to mitigate future customer escalations