Business Markets Account Analyst - Dallas, United States - TXU Energy

Description

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

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