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Entergy Sr. Staff Customer Service Specialist in Jefferson, Louisiana

Date: Jan 13, 2020

Location: Jefferson, Louisiana, United States

Company: Entergy

*This position can be filled in New Orleans, LA or Little Rock, AR*

JOB SUMMARY/PURPOSE: .This position plays a critical role for Business Services through leading and participating in various assignments that include operational, strategic and financial outcomes. Position requires management of projects and special assignments that are not specific to one work group, but cross multiple work areas of the organization

JOB DUTIES/RESPONSIBILITIES :

  • Demonstrate a safety mindset and above all act with integrity.

  • Manage projects that include scoping of projects, assembling timelines and the overseeing the deliverables to successful completion.

  • Deliver solutions associated with systems development, process transformation, operational efficiencies and cost savings.

  • Identify processes, procedures and initiatives to improve overall billing timeliness and accuracy

  • Conduct appropriate, and timely research, analysis and problem determination to identify and implement actions required to assist Business Services work groups in continuous improvement initiatives

  • Review metrics and operational performances to understand results, historical trends and explanations of outcomes

  • Monitor business and financial controls ensuring quality and SOX compliance

  • Represent Business Services on strategic and tactical initiatives teams

  • Analyze processes including data and communicate with appropriate work groups in leading root cause analyses and problem recoveries

  • Provide support to Business Services and ESS leadership on special projects or assignments

Minimum education required of the position

  • Bachelor's degree in Accounting, Finance, or Business from an accredited College or University; Master of Business Administration degree with commensurate accreditation is a plus.

Minimum experience required of the position

  • 7+ years of customer service or financial related experience

  • 3 years of supervisory experience preferred

Minimum knowledge, skills and abilities required of the position

  • Strong skills in the use of Entergy’s desktop software.

  • Proven experience in metrics reporting and data analytics

  • Broad knowledge of electric utility business, with experience in billing, credit, bill print, reporting and analytics are desirable.

  • Ability to interface with management including key stakeholders to deliver solutions and business results

  • Ability to present and communicate complicated information in an understandable manner

  • Leadership skills and capability to influence outcomes

  • Must have a demonstrated ability to communicate effectively with peers, project or work teams as well as at various levels of management including jurisdictional leadership

  • Understanding of Entergy’s Customer Care System (SAP) which facilitates requests from staff in development of reports and account transactions.

  • Knowledge and understanding of the meter to cash processes- especially in the meter reading, billing and credit areas

  • Strong negotiating, problem solving and project management skills

  • Strategic thinking that includes development and implementation of strategic plans that align with the company’s vision and continuous improvements’ focus.

  • Possess strong organizational process knowledge throughout Entergy Shared Services, with a deep understanding of Customer Service operations

  • Ability to direct solution to issues and problems

Any certificates, licenses, etc. required for the position

CPA, or PMP certification is a plus.

Primary Location: Louisiana-Jefferson

Job Function :Professional

FLSA Status :Professional

Relocation Option: No Relocation Offered

Union description/code :NON BARGAINING UNIT-NBU

Number of Openings :1

Req ID: 89655

Travel Percentage :25% to 50%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the full statement.

WORKING CONDITIONS:

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.

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