Customer Service Specialist Entergy Corporation : Arkansas Category: Customer Service

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.

• 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 education required of the position

• Bachelor's degree from an accredited institution or equivalent experience.

Minimum experience required of the position

• CSS II: 8+ years experience within a customer service environment
• CSS Senior: 10+ years experience within a customer service environment.

Preferred:
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.

None