Customer Service Specialist

Job Title: Customer Service Specialist

Work Place Flexibility: Onsite

Legal Entity: Entergy New Orleans, LLC

This position can be filled as a Customer Service Specialist I or II based on qualifications and experience of the identified candidate

JOB SUMMARY/PURPOSE

Responsible for customer issue resolution, use of customer accounting systems (i.e. CCS, Sales Force, MDMS and other similar systems as appropriate to the job scope), and the development of customer programs and products. External customer inquiries include customer complaints, requests to stop and start service, billing and credit and collection issues and other service-related inquiries. Customer contact will be through regulators, executive level within the company, residential, commercial or with community partners. This position will build customer loyalty by providing superior service to meet or exceed the needs and expectations of all internal and external customers.

JOB DUTIES/RESPONSIBILITIES

Minimum experience required of the position

Minimum knowledge, skills, and abilities required of the position

Incumbents must have working knowledge of customer service policies, products, and processes in order to efficiently and effectively investigate and resolve customer service issues. Position 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 providing 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, Sales Force, and MDMS. 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. Must demonstrate willingness to take ownership of assignments and issues, working to closure while facilitating and coordinated resources needed for proper resolution. Strong written and verbal skills are necessary.

None

Primary Location: Louisiana-New Orleans Louisiana : New Orleans

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.

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.