Job Title: Customer Service Specialist II
Work Place Flexibility: Onsite
Legal Entity: Entergy Mississippi, LLC
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.
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
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Primary Location: Mississippi-Jackson Mississippi : Jackson
Job Function: Professional
FLSA Status:
Relocation Option: No Relocation Offered
Union description/code: Non-Bargaining
Number of Openings: 1
Req ID: 117717
Travel Percentage:Up to 25%
An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI 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.
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.
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.