Entergy
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Job Title:
Customer Service Specialist
Work Place Flexibility:
Hybrid
Legal Entity:
Entergy Operations, Inc.-EOI
Job Summary/Purpose:
Evaluates, develops, and aligns processes both in-house and with Suppliers regarding Quality Assurance practices. Complete random audits on Suppliers to ensure the quality of service being provided is meeting standards. Analyzes quality monitoring results and provides feedback to the stakeholders on improvements that need to be made. Recommends processes for review, re-design or enhancement based on findings.
Responsibilities
Collaborate and validate Supplier Quality Assurance (QA) processes
Act as a SME for Supplier QA calibrations to resolve alignment issues
Deep-dive analysis into QA results, identifying opportunities to drive better center performance
Random auditing of contacts in order to assess customer experience and identify trends or regulatory concerns
Work with vendor to design, approve, and implement operational changes, including continuous improvement objectives
View Outage leader (storm role)
Minimum Requirements
Bachelor’s degree from an accredited institution or equivalent experience.
Experience
CSS II: 8+ years experience within a customer service environment
CSS Senior: 10+ years experience within a customer service environment.
Preferred Qualifications
Quality monitoring experience within the utility environment.
Experience handling all call types, Consumer, Service Initiation, Technical, Credit, Irrigation, and Business.
Experience in the role of the representative (e.g., CCR) is strongly desired as the incumbent is then familiar with the processes they are evaluating.
Knowledge, Skills and Abilities
Exceptional listening and analytical skills.
Strong attention to detail.
Demonstrated strong work ethic and exceptional levels of accountability and self-drive.
Excellent oral, written, and interpersonal communication skills.
Experience with quality monitoring of multi-channel contact types.
Strong knowledge of contact center processes.
Demonstrated ability to work well in a team environment.
Dedication to providing exceptional customer service.
Legal and EEO Statements Entergy provides equal employment opportunities. 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.
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Job Title:
Customer Service Specialist
Work Place Flexibility:
Hybrid
Legal Entity:
Entergy Operations, Inc.-EOI
Job Summary/Purpose:
Evaluates, develops, and aligns processes both in-house and with Suppliers regarding Quality Assurance practices. Complete random audits on Suppliers to ensure the quality of service being provided is meeting standards. Analyzes quality monitoring results and provides feedback to the stakeholders on improvements that need to be made. Recommends processes for review, re-design or enhancement based on findings.
Responsibilities
Collaborate and validate Supplier Quality Assurance (QA) processes
Act as a SME for Supplier QA calibrations to resolve alignment issues
Deep-dive analysis into QA results, identifying opportunities to drive better center performance
Random auditing of contacts in order to assess customer experience and identify trends or regulatory concerns
Work with vendor to design, approve, and implement operational changes, including continuous improvement objectives
View Outage leader (storm role)
Minimum Requirements
Bachelor’s degree from an accredited institution or equivalent experience.
Experience
CSS II: 8+ years experience within a customer service environment
CSS Senior: 10+ years experience within a customer service environment.
Preferred Qualifications
Quality monitoring experience within the utility environment.
Experience handling all call types, Consumer, Service Initiation, Technical, Credit, Irrigation, and Business.
Experience in the role of the representative (e.g., CCR) is strongly desired as the incumbent is then familiar with the processes they are evaluating.
Knowledge, Skills and Abilities
Exceptional listening and analytical skills.
Strong attention to detail.
Demonstrated strong work ethic and exceptional levels of accountability and self-drive.
Excellent oral, written, and interpersonal communication skills.
Experience with quality monitoring of multi-channel contact types.
Strong knowledge of contact center processes.
Demonstrated ability to work well in a team environment.
Dedication to providing exceptional customer service.
Legal and EEO Statements Entergy provides equal employment opportunities. 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.
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