Customer Service Specialist I - III

Posting End Date:  

Work Place Flexibility: Onsite 

Legal Entity: Entergy Arkansas, LLC 

*This position can be filled as a Customer Service Specialist I-III.*

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 development 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.
• 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 development and 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. Read, understand and comply with APSC General Service Rules, Special Rules – Electric and Net Metering Rules.
• 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 with a high level of customer service soft skills.
• Work collaboratively with assigned region to ensure clarity on department processes, Entergy processes, APSC rules and actionable items to improve the regions Net Promoter Score (NPS).
• Other assigned duties as necessary within the scope and consideration of minimum job requirements.
• Responsible for performing REC Support storm duty when called upon for major and minor storm events.

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. Ability to work in a fast-paced environment.

 

MINIMUM REQUIREMENTS

Minimum education required of the position

High school diploma or equivalent.

 

Minimum experience required of the position

• Customer Service Specialist I: 0-3 years (hourly)
• Customer Service Specialist II: 5 years within a customer service environment two of which as a CSS I or equivalent.
• Customer Service Specialist III: 8 years within a customer service environment.

 

Minimum knowledge, skills, and abilities required of the position

CSS I

Knowledge and experience with the Microsoft Office toolkit. Family levels above level 1 require demonstrated competencies with PeopleSoft time and labor, CCS/Sales Force. Knowledge of accounts payable systems and processes, and record retention requirements. 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.

 

CSS II - III

Incumbents must have working knowledge of customer service policies, products, and processes so as to efficiently and effectivel