Job Information
Entergy Customer Service Specialist I-II in United States
Customer Service Specialist I-II
Date: Oct 7, 2021
Legal Entity: Entergy Services, LLC
Description:
This position will be filled as a Customer Service Specialist I or II and the level will be dependent on experience and qualifications.
JOB SUMMARY/PURPOSE
Handle and resolve tier-3 escalated complaints from the Supplier/Entergy Contact Center, including resolving OPCO complaints, regulatory and executive complaint reviews and feedback. Complaints may originate via CRM/Case Management case, CCS inbox, phone call, and/or email and will be resolved within acceptable timeframes per guidelines. This role will conduct root cause analysis as situations dictate per management/stakeholder direction.
JOB DUTIES/RESPONSIBILITIES
Handle and resolve terminally-escalated complaints from the CCCs (Tier 3 executive escalations)
Interface between vendor and OPCO/senior management to manage PSC and executive complaints
Coordinate with vendor to resolve complaints and document vendor response
Provide root cause analysis as required
Outage complaint investigation - Storm role
Employee will assist on transformational projects on an as needed basis
Assist with special projects as needed.
MINIMUM REQUIREMENTS
Minimum education required of the position
Bachelor's Degree in a technical or business-related field.
Minimum experience required of the position
CSS I: 0-6 years’ experience without degree
CSS II: 0-8 years’ experience without degree; 4 years’ experience with degree; 2 years’ experience with MBA
Preferred Experience : 4 years of experience within a contact center environment, in an escalations role or in the role of customer contact representative (e.g., CCR).
Minimum knowledge, skills and abilities required of the position
Exceptional listening, communication, and analytical skills.
Strong attention to detail.
Demonstrated strong work ethic and exceptional levels of accountability and self-drive.
Excellent oral, written, and interpersonal communication skills.
Strong knowledge of contact center processes and experience working in a contact center.
Demonstrated ability to work well in a team environment.
Dedication to providing exceptional customer service.
Any certificates, licenses, etc. required for the position
N/A
Primary Location: Arkansas-Little Rock
Job Function : Professional
FLSA Status : Professional
Relocation Option: No Relocation Offered
Union description/code : NON BARGAINING UNIT-NBU
Number of Openings : 1
Req ID: 104075
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.
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.
Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.
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