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Posted: Tuesday, January 23, 2018 2:49 AM

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Primary Location: Texas-Beaumont
Job Function: Other
FLSA Status: Professional
Relocation Option: Not approved
Union description/code: NON BARGAINING UNIT-NBU
Number of Openings: 1.00
Req ID: 76642
Travel Percentage:No Selection

Responsible for customer issue resolution, use of customer accounting systems (i.e. ACS, CIS, Business Warehouse and other similar systems as appropriate to the job scope), and the development of customer programs and products.


Prepare trend charts and analyze customer satisfaction metrics. Develop and update department business plan. Perform alert messaging storm duty.

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.

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 support among others.

Minimum education required of the position
High School Diploma or equivalent.

Minimum experience required of the position
8 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. Must be adept in working with Entergy's customer service/accounting systems as noted above including but not limited to CCS, ACS, CIS, and DIS. 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 to ensure that the Company is represented in the most professional manner with each engagement.

Any certificates, licenses, etc. required for the position

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, 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, 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.

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.

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.

Pre-employment 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 number 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, (link removed), Logon ID: entergy, password: practice test (2 words).

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.

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