Customer Service Specialist
Customer Service Specialist
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Job Description
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 Entergys 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 Entergys 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
#LI-AH1
Primary Location: Texas-BeaumontTexas : Beaumont
Texas : The Woodlands
Job Function: Professional
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT
Number of Openings: 1
Req ID: 119424
Travel Percentage:Up to 25%
An Equal Opportunity Employer Minority/Female/Disability/Vets. Please click here to navigate to EEO 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 you are an individual with a disability and you are in need of an accommodation for the recruiting process please clickhereand 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.
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 to schedule a time to review the affirmative action plan during regular office hours.
EEI Testing:
One way that Entergy has found to identify and assess the abilities and skills needed for certain jobs is through pre-employment testing. If this position does require an EEI test the type of test will be located under the qualifications section of the job posting. If you are invited to a test session we strongly recommend you review and complete the practice test as well as review the testing brochure for your respective test. The test brochure will give you critical information on the test such as time allocated and Pre-employment Testing: of questions. Also keep in mind that the actual test is timed; you should practice timing yourself while doing the practice tests. The practice test information and test brochures can be located by going to the EEI website numberLogon ID: entergy password: practice test (2 words).Travel expenses incurred in connection with EEI testing are non-reimbursable.
In addition to EEI testing there is also Fit-for-Duty testing which will identify and assess the abilities and skills needed for certain jobs. If this position does require Fit-for-Duty testing the type of test will be located under the qualifications section of the job posting.
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.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
