Customer Care Rep II
Energy Future Holdings Corp. - Irving, TX

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TXU Energy, a subsidiary of Energy Future Holdings , formerly TXU Corp., is a market-leading competitive retail electricity provider. TXU Energy powers the lives of millions of Texans across the state. The company offers a variety of innovative products and solutions, including 24/7 customer service, competitively priced service plans, energy efficiency options and renewable energy programs.


Within the TXU Energy Customer Operations Team, the Premium Service Sr. Representative position is responsible for handling customer service inquiries from TXU Energy’s premium residential customer base. Inquiries are received via phone, e-mail and chat and are resolved utilizing established company policies and procedures. This position requires direct customer contact, so the successful candidate should have strong customer facing skills, including verbal and written communications.

Essential Duties and Responsibilities

Other duties may be assigned. Directly or through others, the incumbent will:

Receive complex customer inquiries from TXU Energy’s premium residential customer base
Determine and take appropriate course of action to resolve customer service and sales opportunity inquiries
Process account changes as requested by customers in accordance with TXU Energy established policies
Capture detailed interaction data and categorize information for further analysis
Utilize soft skills and system knowledge to effectuate a positive customer experience that results in improved retention of TXU Energy’s premium residential customer base
Mentor and provide guidance/support to Premium Service Representatives

Education, Experience, & Skill Requirements

High school diploma or equivalent.
1 year of call center experience
Excellent customer service skills
Able to use a PC and telephone up to 8 hrs per day
Effective communication skills, including verbal and written
Able to use effective listening skills
Demonstrated skills in a results oriented production environment, achieving performance, metrics
Working in a fast paced professional environment
Attention to detail
Ability to read, interpret and apply policies, procedures and processes
Good analysis and judgment for determining applicable course of action
Retail electricity experience desired

It is the policy of Energy Future Holdings, Luminant, and TXU Energy to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment without regard to race, color, religion, sex, pregnancy, national origin, age, disability, military service, veteran status, genetic information, or any other status protected under the law.