Third Party Verification Specialist
This role is responsible for the delivery of enrollments resulting from sales made through acquisition channels and is a critical component of the front line Direct Energy Residential Sales Quality Program. Strong emphasis will be placed on the quality of the sales enrollment to ensure adherence to region/state-level Public Utility Commission customer protection rules and the Direct Energy Residential Sales Quality Program standards and enrollment practices. This position will interface with various business units including, but is not limited to interacting with third party verification vendors, sales channel management, external direct sales vendors, pricing, operations and fulfillment staff. This position will facilitate the enrollment process from sales vendor through successful entry into the CRM system. There will be a strong focus on the quality of the sales that are processed and also on identifying opportunities to improve processes and productivity. This position will be located in Houston, Texas.
Be a visible role model of Direct Energy leadership values, skills and integrity.
Adherence to company Sales Quality Program workflows and quality processes that support regional and state-level Public Utility customer protection rules.
Review TPV audio files, verification reports, sales quality notifications and DE enrollment reports to validate that all current sales enrollment standards are met and work to continuously improve and re-define these standards and processes to create a more positive customer experience that delivers our brand values.
Perform targeted Post Sale Assessments as required to validate quality of enrollments.
Input information accurately & timely into company databases.
Test TPV lines as required to ensure functionality.
Ensure TPV Verification Agent adherence to company approved TPV scripts.
Act as interface between sales teams and TPV vendors.
Ensure that all pricing updates are completed accurately and within established timelines
Maintain a high performance culture with external partners based on coaching, managing commitments and delivering results.
Demonstrate a commitment to continuous improvement through sharing of best practices across the entire Direct Energy sales organization.
Support all North American sales teams as required.
Willingness to be on call evenings and weekends on a rotating basis to handle emergency access situations.
Develop strong working relationships with business partners across Direct Energy.
Skills & Qualifications:
Excellent written and verbal communication skills.
Ability to work in a team environment and handle change without issue.
Outstanding process management and project management skills.
Ability to manage multiple priorities in a fast paced environment.
Demonstrated experience with Microsoft Office (Access, Excel, Word, PowerPoint), explicitly with Excel.
Proven analytical and problem-solving skills.
Knowledge of retail energy industry is an asset.
Bachelor’s degree preferred.
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