Manager Advisor Support
| Company | Vistra |
|---|---|
| Location | Irving, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior, Expert or higher |
Requirements
- Experience in management of Sales, Customer/Client Services or Account Management.
- Excellent working knowledge of Ambit Consultant and Advisor Compensation Plans.
- Demonstrated capability of working collaboratively across a matrix environment to achieve results important to the business.
- Thorough understanding and skills in call center environment to include KPI’s phone systems, customer service skills and best practices.
- Advanced proficiency with Microsoft Office Suite, internet and call center tools.
- Enthusiastic, high energy, great attitude and professional presence.
- Ability to proactively identify opportunities to improve and optimize sales channels.
- Experience gained through college degree programs and/or certifications is applicable to above skills and experience.
Responsibilities
- Build trusted relationships with Energy Advisors, understand their needs, and implement tools and strategies to make them successful.
- Identify, track and address issues related to system performance or enhancements that will create efficiencies within Advisor Support.
- Define and report Key Performance Indicators (KPI) and foster a culture of constant improvement.
- Effectively communicate issues to management, resolve escalated issues and partner with internal team to address concerns encountered in the field.
- Identify and implement process improvements and strategies to exceed key performance metrics.
- Identify trends that threaten customer acquisition, customer retention, and the customer experience. Work with internal and external partners to mitigate such threats.
- Act as a subject matter expert of Energy Advisor Policies and Procedures, Compensation Plan and Marketing practices.
- Serve as top-level point of contact for all Energy Advisors.
- Provide regular communication and performance updates to Energy Advisors.
- Coach, mentor and partner with Account Managers to resolve escalated issues and complaints from Customers and Advisors.
Preferred Qualifications
- Experience gained through college degree programs and/or certifications is applicable to above skills and experience.