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 4 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 set up.
You will be required to follow Entergys 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, Behavior and Attendance.

Minimum knowledge, skills, and abilities required of 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 recognize 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 recognize 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 minimum 0-2 years experience within a customer service environment OR in lieu of degree; a high school diploma and a minimum 0-4 years experience within a customer service environment.