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Entergy Customer Service Specialist I - II in West Monroe, Louisiana

Date: Nov 17, 2020

Location: West Monroe, Louisiana, United States

Company: Entergy

Entergy Corporation is an integrated energy company engaged primarily in electric power production and retail distribution operations. Entergy owns and operates power plants with approximately 30,000 megawatts of electric generating capacity, including 8,000 megawatts of nuclear power. Entergy delivers electricity to 2.9 million utility customers in Arkansas, Louisiana, Mississippi and Texas. Tracing its history to 1913 and headquartered in New Orleans, Louisiana, Entergy has annual revenues of $11 billion and more than 13,000 employees.

The company’s utility business provides electric retail and wholesale power to customers in four states through five utility operating companies: Entergy Arkansas, LLC; Entergy Louisiana, LLC; Entergy Mississippi, LLC; Entergy New Orleans, LLC; and Entergy Texas, Inc. Entergy also delivers natural gas services to 200,000 customers in New Orleans and parts of Baton Rouge, Louisiana. Entergy is winding down its wholesale generation business, which provides power to wholesale customers primarily from our two remaining nuclear facilities located in the northern United States.

The electric utility industry is rapidly changing, and Entergy is entering an exciting period of growth as we prepare for the future. We are building the premier utility, a utility that delivers sustainable value to all its stakeholders – our customers, employees, communities and owners – as measured by strong net promoter scores, high levels of service, superior and affordable products and services, highly skilled and engaged employees, and industry-leading financial performance. We are focusing our sights on three key priorities — customer centricity, continuous improvement, and creating a culture of belonging for our employees. Join us as we take the next step on our journey to building the premier utility.

JOB SUMMARY/PURPOSE

Provides customer service expertise to support Utility residential and small commercial customers. Directs phone-based customer interaction to answer and resolve a wide variety of inquiries, issues and special requests. Works directly with contact center representatives to coach and/or assist in the development of skills and abilities needed to service customers and improve efficiency of operations. Leads or supports special (ad-hoc) projects as appropriate and fulfills complex assignments.

JOB DUTIES/RESPONSIBILITIES

  • Responds to incoming customer service requests, both verbal and written. Identifies and assesses customers' needs quickly and accurately. Solves problems systematically, using sound business judgment.

  • Partners with other department representatives to resolve complex customer service inquiries.

  • Monitors delegated customer service issues to ensure timely and accurate resolution. Applies appropriate communication techniques when responding to customers, particularly in stressful situations. Implements customer service strategies and recommends related improvements/enhancements.

  • Places outgoing phone calls to complete follow-up on customer service requests as necessary.

  • Maintains timely, accurate documentation for all appropriate transactions. Keeps management abreast of all outstanding issues.

  • Adapts procedures, processes, and techniques to meet the more complex position requirements. Provides special customer expertise support to other customer service personnel.

  • Assist management team with special reports and documentation of performance for continuous improvement opportunities

MINIMUM REQUIREMENTS

Minimum education required of the position:

High school diploma or equivalent. Preferred: Bachelor's degree or equivalent

Minimum experience required of the position:

Customer Service Specialist I: 5 years within a customer service environment.

Customer Service Specialist II: 8 years within a customer service environment.

Additional Responsibilities:

  • Incumbents must have working knowledge of customer service policies, products, and processes so as to efficiently and effectively investigate and resolve customer service issues.

  • Requires a working knowledge of regulatory rules and regulations governing utility service in various jurisdictions.

  • Knowledgeable of appropriate rate schedules and service policies associated with provision of customer service and subsequent billing.

  • Must be skilled in negotiations and be able to maintain professional posture and composure when dealing with difficult situations or customers.

  • Must be adept in working with Entergy's customer service/accounting systems as noted above including but not limited to CCS, ACS, CIS, and DIS.

  • Strong skillset with Entergy's Microsoft Office toolkit for the purpose of producing accurate and concise reports, analyses, and presentations suitable for use with executives, regulators, and key constituents outside of the Company.

  • Skilled in managing multiple projects with the ability to adequately assess and assign priorities ensuring that commitments and schedules are met.

  • Demonstrated willingness to take ownership of assignments and issues, working to closure while facilitating and coordinated resources needed for proper resolution.

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.

Primary Location: Louisiana-West Monroe

Job Function : Professional

FLSA Status : Professional

Relocation Option: No Relocation Offered

Union description/code : NON BARGAINING UNIT-NBU

Number of Openings : 1

Req ID: 100851

Travel Percentage :Up to 25%

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.

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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