Customer Service Specialist

Position Overview

The Customer Service Specialist is responsible for customer issue resolution through the use of systems such as CCS, Sales Force, and MDMS. This role involves handling external customer inquiries including complaints, service requests, billing issues, and other service-related inquiries. The specialist engages with residential, commercial, and industrial clients to build customer loyalty by providing superior service. Location: Beaumont, Texas or The Woodlands, Texas

Key Responsibilities

• Research and resolve complex customer complaints, including escalated issues from the contact center and inquiries from the Public Utility Commission of Texas (PUCT).
• Provide timely responses to customer correspondence related to service issues.
• Engage directly with customers at multiple levels to resolve service issues.
• Utilize data and systems to identify trends in customer complaints and feedback.
• Interface with the Public Utility Commission of Texas regarding customer service issues.
• Collaborate with internal workgroups to address customer frictions and comply with PUCT rules.
• Maintain data integrity within Entergy's Customer Care System.
• Review, approve, and process solar customer interconnection agreements.
• Communicate company policy to customers while maintaining high levels of satisfaction.
• Serve as Restoration Event Coordinator during storms and assist with customer alert messaging.
• Participate in community organizations or boards.

Required Qualifications

• High school diploma or equivalent.
• 5 years of experience in a customer service environment, with at least 2 years as a CSS I or equivalent.
• Knowledge and experience with the Microsoft Office toolkit.
• Strong experience with CCS and/or Sales Force.
• Excellent interpersonal and communication skills.
• Ability to manage assignments and deadlines from multiple sources.
• Ability to maintain composure during busy periods.
• Strong customer service skills and the ability to handle difficult situations professionally.
• Demonstrated ability to perform data entry and utilize various computer functions.

Preferred Qualifications

• Fluency in English and Spanish.