Customer Service Specialist

Job Title: Customer Service Specialist

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Texas, Inc.-GTX 

 

***This position may be filled in Beaumont, Texas or The Woodlands, TX***

Job Summary/Purpose

Responsible for customer issue resolution through use of customer systems (i.e., CCS, Sales Force, MDMS), and other similar systems as appropriate to the job scope.  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, executives within the company, residential, commercial and industrial customers, 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 complex customer complaints including escalated complaints from contact center, complaints sent to Public Utility Commission of Texas (PUCT), complaints received by Entergy Executives, and media inquiries sent to Entergy's communications team. Provide appropriate and timely responses to customer correspondence associated with customer service issues and inquiries.
• Engage directly with customers at multiple levels (residential, commercial, governmental, industrial) to resolve customer service issues.
• Utilize available data and systems to identify trends in customer complaint data and customer feedback and participate in the development of plans to improve customer outcomes.

• Interface with staff members from Public Utility Commission of Texas (PUCT) regarding customer service issues and/or inquiries.

• Work with internal workgroups (contact centers, customer accounting, credit & collections, etc.) to address customer frictions and adherence to Public Utility Commission of Texas (PUCT) rules.

• Maintain data integrity within Entergy's Customer Care System.
• Responsible for reviewing, approving, and processing solar customer interconnection agreements.
• Communicate (written and verbally) with customers on company policy, while seeking to maintain a high level of customer satisfaction.
• Self-motivated and dependable team player.
• Other assigned duties as necessary within the scope and consideration of minimum job requirements.

• Serves as Restoration Event Coordinator during active storms and assists with customer alert messaging, and proactive messaging.
• Serve on non-profit and/or professional organization boards, or with any other community organization.

 

Minimum Requirements

Minimum education required of the position

High school diploma or equivalent.

 

Minimum experience required of the position

CSS II: 5 years within a customer service environment two of which as a CSS I or equivalent.

 

Minimum knowledge, skills, and abilities required of the position

Knowledge and experience with the Microsoft Office toolkit. Strong CCS and/or Sales Force experience. Strong, interpersonal and communication skills. Self-motivated and dependable team player. Ability to manage assignments and deadlines from multiple sources. Ability to maintain composure during busy periods. Strong customer service skill set and ability to deal with difficult situations and difficult people in a professional manner. Demonstrated ability to perform data entry and utilize various computer functions and programs.

Preferred Skill: Fluent in English and Spanish

 

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Primary Location: Texas-Beaumont Texas : Beaumont || Texas : The Woodlands