What are the responsibilities and job description for the Customer Service Specialist II - Jackson, MS position at VetJobs?
Job Description
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
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 implementation 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
Research and resolve customer account issues in support of peers within the Utility organization who have customer contact responsibilities. Provide support to Entergy's Executive staff in responding to customer inquiries directed at their office. Provide appropriate and timely responses to customer correspondence associated with customer service issues and inquiries.
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
Engage directly with customers at multiple levels (i.e. - residential, commercial, governmental, industrial) to resolve customer service issues and/or to promote customer service product/service offerings.
Utilize available data and systems to identify trends in customer issues/complaints and participate in the development of plans to mitigate unfavorable trends. Maintain data integrity within Entergy's Customer Accounting Systems.
Participate in the implementation of new customer products and services.
Engage with staff members from Regulatory agencies contacting Entergy on behalf of their constituencies regarding customer service issues and/or inquiries.
Ability to interface with all levels of management, including the senior most executives in the company
Read, understand and comply with Entergy Service Policy and Procedures as they are amended.
Communicate (written and verbally) with customers on company policy, while seeking to maintain a high level of customer satisfaction.
Review customer accounts via the customer accounting system (MDMS/CCS/Sales Force).
As assigned to specific work groups within the Utility organization, perform departmental duties associated with timely and accurate meter reading, billing and billing delivery, credit and collection functions, customer accounting, and customer contact center.
Self-motivated and dependable team player.
Other assigned duties as necessary within the scope and consideration of minimum job requirements.
Desired: Knowledgeable in MS Office and computer skills. Strong CCS and/or Sales Force experience. Strong, interpersonal and communication skills. Self-motivated and dependable team player.
Auto req ID
437682BR
Minimum Education Required
High School/GED
Job_Category
Customer Service
Additional Qualifications/Responsibilities
Minimum experience required of the position
Bachelors Degree or equivalent experience
Minimum Experience Required Of The Position
Customer Service Specialist II - 5 years within a customer service environment.
Minimum Knowledge, Skills, And Abilities Required Of The Position
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. 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. Strong written and verbal skills are necessary.
Any certificates, licenses, etc., required for the position
None
City*
Jackson
State*
Mississippi
Job Code
CustomerService CustomerService
Affiliate Sponsor
Entergy
ATTENTION MILITARY AFFILIATED JOB SEEKERS - Our organization works with partner companies to source qualified talent for their open roles. The following position is available to Veterans, Transitioning Military, National Guard and Reserve Members, Military Spouses, Wounded Warriors, and their Caregivers. If you have the required skill set, education requirements, and experience, please click the submit button and follow the next steps. Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.
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 implementation 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
Research and resolve customer account issues in support of peers within the Utility organization who have customer contact responsibilities. Provide support to Entergy's Executive staff in responding to customer inquiries directed at their office. Provide appropriate and timely responses to customer correspondence associated with customer service issues and inquiries.
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
Engage directly with customers at multiple levels (i.e. - residential, commercial, governmental, industrial) to resolve customer service issues and/or to promote customer service product/service offerings.
Utilize available data and systems to identify trends in customer issues/complaints and participate in the development of plans to mitigate unfavorable trends. Maintain data integrity within Entergy's Customer Accounting Systems.
Participate in the implementation of new customer products and services.
Engage with staff members from Regulatory agencies contacting Entergy on behalf of their constituencies regarding customer service issues and/or inquiries.
Ability to interface with all levels of management, including the senior most executives in the company
Read, understand and comply with Entergy Service Policy and Procedures as they are amended.
Communicate (written and verbally) with customers on company policy, while seeking to maintain a high level of customer satisfaction.
Review customer accounts via the customer accounting system (MDMS/CCS/Sales Force).
As assigned to specific work groups within the Utility organization, perform departmental duties associated with timely and accurate meter reading, billing and billing delivery, credit and collection functions, customer accounting, and customer contact center.
Self-motivated and dependable team player.
Other assigned duties as necessary within the scope and consideration of minimum job requirements.
Desired: Knowledgeable in MS Office and computer skills. Strong CCS and/or Sales Force experience. Strong, interpersonal and communication skills. Self-motivated and dependable team player.
Auto req ID
437682BR
Minimum Education Required
High School/GED
Job_Category
Customer Service
Additional Qualifications/Responsibilities
Minimum experience required of the position
Bachelors Degree or equivalent experience
Minimum Experience Required Of The Position
Customer Service Specialist II - 5 years within a customer service environment.
Minimum Knowledge, Skills, And Abilities Required Of The Position
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. 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. Strong written and verbal skills are necessary.
Any certificates, licenses, etc., required for the position
None
City*
Jackson
State*
Mississippi
Job Code
CustomerService CustomerService
Affiliate Sponsor
Entergy
