Tracy Ayers Email & Phone Number

Houston, Tx

• Resolve disputed initial bills, final bills, and consumption disputes• Process Failed Intermediate Documents (IDOCS)• Interact with other REPs, ERCOT, TDSPs, and other escalation teams to resolve customer issues• Identify error trends and process gaps in order to train other employees and avoid future issues• Process MarkeTrak issues to regain or return ESIDs that are either inadvertently switched to Reliant or lost to another REP• Process back dated MVIs to regain customer from other REP

Houston, Tx

• Process builder and multi-family move-ins, move outs, switches, drops, cancels, and TDSP turndowns through the Builder Fax database• Back up to the team lead. Responsibilities include managing daily workload, generate end of day reports for management, log daily internal errors• Process REBS Multiple Requests Inbox requests (payment research, account updates, multiple move-ins and move outs, duplicate invoice inquiries) • Process White Fence orders, a third party vendor, utilizing their web database• Enrollment Response Inbox: Responsibilities include processing all priority move in requests from various customers, specifically Camden and Weingarten Realty. Communicate with the Alternate Channels Group regarding incorrect promo codes, expired forms, customer inquiries, etc. • Back-up to Continuous Service Agreement (CSA) Coordinator. Responsibilities include reconciling CSA exhibits on Excel to verify all ESIDs are accounted for and/or not duplicated