What are the responsibilities and job description for the Customer Service Specialist I-II position at Entergy Corporation?
Posting End Date:
Work Place Flexibility: Hybrid
Legal Entity: Entergy Services, LLC
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
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Primary Location: Arkansas-Little Rock Arkansas : Little Rock
Job Function: Professional
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT
Number of Openings: 1
Req ID: 114034
Travel Percentage:Up to 25%
Job Function: Professional
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT
Number of Openings: 1
Req ID: 114034
Travel Percentage:Up to 25%
An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to navigate to 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.
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.
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 and Pay Transparency.
Pay Transparency Notice:
Pay Transparency Nondiscrimination Provision (dol.gov)
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 Pre-employment Testing: 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, numberLogon 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.
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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