Customer Service Analyst

Job Title: Customer Service Analyst

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Louisiana, LLC 

***This position will be filled as an Analyst I, II, III, or Senior, based on the candidate’s experience and qualifications.***

 

JOB SUMMARY/PURPOSE

Performs data analysis and reporting in support of delivering the customer service function.

 

JOB DUTIES/RESPONSIBILITIES

• Prepare reporting and presentation material to support external customer meetings, including commercial and industrial middle market customers, new business development customers and governmental stakeholders. 
• Management and reporting of customer service data, products & services etc. in a CRM program.
• Maintain/Improve overall Customer Service reporting, perform other extensive reporting and tracking as needed.
• Manage and support the group with appropriate research, data analysis related needs, metrics and reporting, strategic and business intelligence.
• Support the development of departmental business plan(s), growth measurements and reporting.
• Support CSM’s, NBD PM’s, Vice President of Customer Service and Lead Team.
• Recognizes data inconsistencies and irregularities and reports issues.
• Interface extensively with other internal organizations, including operations, billing/customer accounting, EBC, ICO etc. to gather and analyze information.
• Identify and develop creative solutions to improve the efficiency of workgroup processes and identify data inconsistencies/irregularities to improve outcomes. 

 

MINIMUM REQUIREMENTS

 

Minimum education required of the position

• Bachelor's Degree in a technical or business related field required or equivalent work experience. Desired: Master's Degree.

 

Minimum experience required of the position

• Analyst I: 0-2 years of professional experience.
• Analyst II: 2-4 years of professional experience.
• Analyst III: 4 - 6 years of professional experience. 
• Analyst Sr: 6+ years of professional experience. 

Desired Qualifications:

• Familiarity with electric utilities.
• Self-motivated; ability to be a team leader on projects.
• Strong team player/team-oriented.
• Positive, proactive mindset with a strong results orientation.
• Ability to handle heavy workload, multiple tasks and prioritize; flexibility needed.
• Passionate in achieving success, driven.
• Effective public speaking and presentation skills.
• Ability to identify roadblocks and obstacles and efficiently remove them to provide ideal support for the team.

Minimum knowledge, skills, and abilities required of the position

• Demonstrate a strong level of quantitative skills and comprehensive knowledge of working with Word, Excel, PowerPoint, analysis and data management, CCS, and CRM software (SalesForce) and other business intelligence and analytical tools is highly desirable.
• Excellent reporting, analytical and research skills (i.e. customer data, industry and analysis etc.).
• Technical knowledge, i.e., computer hardware/software, database, internal web based systems.
• Excellent writing skills (plans, reports, presentations, proposals).