Job Description

JOB SUMMARY/PURPOSE

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

JOB DUTIES/RESPONSIBILITIES

Support the development of the Operating Company's strategic long term energy efficiency plan as well as support the Operating Company's reporting, filing and audit processes.

Provide support of program negotiations for Energy Efficiency initiatives.

Conduct analysis associated with EE program assumptions/details/results in order to support the strategic long term plan, including risks assessments.

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.

Regulatory Filings Support for the Energy Efficiency Cost Recovery Factor (EECRF) and updates to the Technical Resource Manual.

MINIMUM REQUIREMENTS

Customer Service Specialist II - 5 years within a customer service environment.

Customer Service Specialist III - 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.