Job Title: Customer Service Specialist
Location: West Monroe, Louisiana, USA (On-Site)
Shift: Between 7 AM to 7 PM (Monday to Friday)
Customer Contact Representative (CCR) Job Description:
* The job will require you to sit in a cubicle, wearing a headset.
* You will handle inbound customer calls from Residential and Small Business Entergy customers from four states (AR, LA, TX, and MS).
* You are expected to interact professionally with Entergy customers by listening and asking questions to determine their needs.
* Calls will be related to outage/emergency situations, as well as billing and account setup.
* You will be required to follow Entergy's guidelines and the Premier Call Flow for call handling.
* Computer skills and typing are essential functions of the job.
* Contact Center/Customer Service experience is required.
* Performance is evaluated on Quality, Call Handling, First Contact Resolution, Behaviour, and Attendance.
Minimum knowledge, skills, and abilities required for the position:
* Work within safety rules and encourage others to work safely, including travel and office duties.
* Customer service experience working with both internal and external customers as necessary.
* Good interpersonal skills along with strong written and oral communication skills.
* Basic knowledge of personal computer operations and related software (Microsoft Office).
* Ability to work well under pressure.
* Ability to work additional required overtime.
* Ability to learn and apply company policies and procedures.
* Ability to solve problems.
* Ability to perform independently of direct supervision.
* Ability to read and interpret procedures and make decisions accordingly.
* Self-motivated and dependable team player.
* Ability to recognise hazards in the workplace and can mitigate the hazards.
* Ability to maintain and care for company equipment properly and safeguard assets.
* Ability to meet the public in a pleasant and tactful manner and understand the importance of delivering a high level of customer service.
* Demonstrated acceptance of a diverse and inclusive work environment and customer base.
* Ability to recognise opportunities for process improvement and can enact change.
Desired:
* Knowledgeable in MS Office and computer skills.
Minimum Qualifications:
* Bachelor's Degree in a technical or business-related field and a minimum of 0-2 year's experience within a customer service environment OR in lieu of a degree; a high school diploma and a minimum of 0-4 year's experience within a customer service environment.
Guidant Global (BH4SF) is acting as an Employment Business in relation to this vacancy.
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