Entergy Shared Services Associate I in Hammond, Louisiana
Shared Services Associate I
Date: Jan 20, 2023
Location: Hammond, Louisiana, United States
Posting End Date: 12/12/2022
Work Place Flexibility: Hybrid
Receives, researches, resolves and/or escalates incoming customer (active employees, retirees, vendors) inquiries and requests via telephone, internet or web-portal channels in a culture of high accountability, continuous improvement and customer satisfaction.
Understand the needs of the internal and external customers in order to deliver high quality support and improved productivity for the customers.
Work safely without injury or accident. Read, understand and comply with Entergy Service Policy and Procedures as they are amended.
Records caller inquiries and requests, communicates resolutions and updates cases using case management tools; maintains customer contact until request is resolved.
Escalates complex cases to appropriate Tier 2 or Tier 3.
Participates in cross-training. Works with Contact Center Manager to identify a minor set of responsibilities to develop and perform.
Communicate and cooperate in a professional manner with peers, supervision, external and internal customers to maintain a safe and productive environment.
Minimum education required of the position
High School Diploma or equivalent.
Secondary education degree strongly preferred.
Minimum experience required of the position
2 years relevant work experience preferred.
Minimum knowledge, skills, and abilities required of the position
Requires ability to work in a very structured environment with a diverse workforce. Excellent keyboard skills needed to input data into a system. Good telephone manner with clear speaking voice as most of the work will be done over the telephone. Must have good interpersonal skills to understand customers’ inquiries and the ability to build rapport with the customer. Good customer relation skills and empathy.
Any certificates, licenses, etc., required for the position
Primary Location: Louisiana-Hammond
Job Function :Professional
FLSA Status :Nonexempt
Relocation Option: No Relocation Offered
Union description/code :NON BARGAINING UNIT-NBU
Number of Openings :2
Req ID: 110404
Travel Percentage :Up to 25%
An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please clickhere (https://jobs.entergy.com/content/EEO/?locale=en_US) to view the full statement.
One way that Entergy has found to identify and assess the abilities and skills needed for certain jobs is through pre-employment testing. If this position does require an EEI test, the type of test will be located under the qualifications section of the job posting. If you are invited to a test session, we strongly recommend you review and complete the practice test as well as review the testing brochure for your respective test. The test brochure will give you critical information on the test such as time allocated and Pre-employment Testing: number of questions. Also, keep in mind that the actual test is timed; you should practice timing yourself while doing the practice tests. The practice test information and test brochures can be located by going to the EEI website, http://www.eei.org/practicetests ,LogonID: entergy, password: practice test (2 words). Travel expenses incurred in connection with EEI testing are non-reimbursable.
In addition to EEI testing there is also Fit-for-Duty testing which will identify and assess the abilities and skills needed for certain jobs. If this position does require Fit-for-Duty testing, the type of test will be located under the qualifications section of the job posting.
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.