Customer Service Specialist

Job Title: Customer Service Specialist

Work Place Flexibility: Hybrid

Legal Entity: Entergy Operations, Inc.-EOI

JOB SUMMARY/PURPOSE:

Serve as a liaison between internal departments and contact center to design, approve, and implement operational changes, including continuous improvement objectives while creating operational efficiencies. Serve as a backup for tier-3 escalated complaints from the Supplier/Entergy Contact Center, including resolving OPCO complaints, regulatory and executive complaint reviews, and feedback.

JOB DUTIES/RESPONSIBILITIES:

- Act as liaison between vendor, CCC, and internal departments (e.g., field services, technical, legal, customer service) to align processes with changes to operations outside of contact center

- Promote field adoption of new technologies, tools, processes and best practices (process and system procedure focus)

- Develop actions to drive continuous improvement on customer impacting processes

- Identify Industry/Peer Best Practices to be implemented

- Data Analysis

- Analyze process-related reports e.g. (DPA, Reread, TeamSolutions)

- Manage Process Improvement Inbox

- Handle and resolve terminally escalated complaints from the Contact Centers (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

- 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

- B.S. Degree Required or equivalent work experience. Desired: MBA Degree.

Minimum experience required of the position

- 6 years of experience with B.S. Degree or equivalent work experience. 4 years of experience with MBA.

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.

#LI-AH1

Primary Location: Arkansas-Little Rock Arkansas : Little Rock

Job Function: All Other Jobs FLSA Status: Professional Relocation Option: No Relocation Offered Union description/code: NON BARGAINING UNIT Number of Openings: 1 Req ID: 121107 Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: 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.

Know Your Rights: Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

EEI Testing:

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 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, Logon ID: 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.

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.