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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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