Customer Service Analyst

Job Title: Customer Service Analyst

PS Job Title: Customer Service Analyst

Work Place Flexibility: Hybrid

Legal Entity: Entergy Louisiana, LLC

This position may be filled in Baton Rouge, Jefferson, or Monroe, Louisiana

JOB SUMMARY/PURPOSE

Performs advanced data analysis and reporting using Power BI and other business intelligence tools to support delivering the customer service function.

JOB DUTIES/RESPONSIBILITIES

• Develop, maintain, and enhance Power BI dashboards and reports to provide real-time visibility into customer service metrics, KPIs, and departmental performance for leadership and stakeholder decisions.
• Design and optimize Power BI data models to support customer service analytics and enable self-service reporting across the department.
• Prepare reporting and presentation material to support external customer meetings, including commercial and industrial middle market customers, new business development customers and governmental stakeholders.
• Management and reporting of customer service data, products & services etc. in a CRM program.
• Maintain/Improve overall Customer Service reporting, perform other extensive reporting and tracking as needed.
• Manage and support the group with appropriate research, data analysis related needs, metrics and reporting, strategic and business intelligence.
• Support the development of departmental business plan(s), growth measurements and reporting.
• Support CSM's, NBD PM's, Vice President of Customer Service and Lead Team.
• Recognizes data inconsistencies and irregularities and reports issues.
• Interface extensively with other internal organizations, including operations, billing/customer accounting, EBC, ICO etc. to gather and analyze information.
• Identify and develop creative solutions to improve the efficiency of workgroup processes and identify data inconsistencies/irregularities to improve outcomes.

MINIMUM REQUIREMENTS

Minimum education required of the position

Bachelors Degree in a technical or business related field required or equivalent work experience. Desired: Masters Degree.

Minimum experience required of the position

• Analyst I: 0-2 years of professional experience.
• Analyst II: 2-4 years of professional experience.
• Analyst III: 4 - 6 years of professional experience.
• Analyst Sr: 6+ years of professional experience.

Desired Qualifications:

• Familiarity with electric utilities.
• Self-motivated; ability to be a team leader on projects.
• Strong team player/team-oriented.
• Positive, proactive mindset with a strong results orientation.
• Ability to handle heavy workload, multiple tasks and prioritize; flexibility needed.
• Passionate in achieving success, driven.
• Effective public speaking and presentation skills.
• Ability to identify roadblocks and obstacles and efficiently remove them to provide ideal support for the team.
• Power BI certification or formal Power BI training
• SQL or data modeling experience

Minimum knowledge, skills, and abilities required of the position

• Advanced proficiency in Power BI (report authoring, DAX, Power Query, data modeling). Demonstrate strong quantitative skills and comprehensive knowledge of Excel, SQL/database concepts, CCS, CRM software (SalesForce), and data visualization best practices.
• Proficiency with Word, PowerPoint, and other Office tools required.
• Excellent reporting, analytical and research skills (i.e. customer data, industry and analysis etc.).
• Technical knowledge, i.e., computer hardware/software, database, internal web based systems.
• Excellent writing skills (plans, reports, presentations, proposals).
• Ability to interface with all levels of management and various external customers, state/regional/local organizations.
• Strong ability to communicate and interact with a wide-range of people, orally and in writing.
• Excellent leadership skills.

Any certificates, licenses, etc., required for the position

None

Primary Location: Baton Rouge, Louisiana or Jefferson, Louisiana

Primary Location: Louisiana-Baton Rouge Louisiana : Baton Rouge || Louisiana : Jefferson || Louisiana : Monroe

Job Function: Corporate

FLSA Status:

Relocation Option: No Relocation Offered

Union description/code:

Number of Openings: 1

Req ID: 125378

PS Job Title: Customer Service Analyst

Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights: Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.