Customer Support Specialist- Resolutions and Escalations

　　Date: Jan 18, 2024

　　Location: West Monroe, Louisiana, United States

　　Company: Entergy

　　Posting End Date:

　　Work Place Flexibility: Onsite

　　Legal Entity: Entergy Services, LLC

　　JOB SUMMARY/PURPOSE

　　Internally classified as “Customer Service Specialist,” this position provides customer service expertise to support Utility residential and small commercial customers. Engages with internal and external customers to answer and resolve a wide variety of inquiries, escalated situations, 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

　　Conduct audits of accounts and business processes for SOX compliance.

　　Track, report and communicate trends in issues, customizations, action items and key business milestones.

　　Participate in account research and issue resolution.

　　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:

　　Typically requires a college or university degree in related field or the equivalent work experience.Minimum experience required of the position:

　　5 years within a customer service environment.#LI-RM1

　　#LI-ONSITE

　　Primary Location: Louisiana - West Monroe 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: 113851

　　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 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 ([email protected]?subject=Accessibility) 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.

　　Entergy Pay Transparency Policy Statement: The Entergy System of Companies (the Company) will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. 41 CFR 60-1.35(c). Equal Opportunity (https://www.dol.gov/agencies/ofccp/manual/fccm/2l-equal-opportunity-clauses-and-other-requirements/2l00-equal-opportunity) and Pay Transparency (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf) .

　　Pay Transparency Notice:

　　Pay Transparency Nondiscrimination Provision (dol.gov) (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

　　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 [email protected] 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.

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