Customer Service Specialist

Entergy • Little Rock, AR

1d • Hybrid

About The Position

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.

Requirements

• Bachelor’s degree from an accredited institution or equivalent experience.
• CSS I: 5+ years experience within a customer service environment
• CSS II or Sr: 8+ years experience within a customer service environment
• 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.

Nice To Haves

• 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.

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)

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 5,001-10,000 employees