Shared Services Associate I Job Details | Entergy

Job Title: Shared Services Associate I

Work Place Flexibility: Onsite

Legal Entity: Entergy Services, LLC

Job Summary/Purpose

Receives, researches, resolves and/or escalates incoming customer (active employees, retirees, vendors) inquiries and requests via telephone, internet or web-portal channels in a culture of high accountability, continuous improvement and customer satisfaction.

Job Duties/Responsibilities

• Understand the needs of the internal and external customers in order to deliver high quality support and improved productivity for the customers.
• Work safely without injury or accident. Read, understand and comply with Entergy Service Policy and Procedures as they are amended.
• Records caller inquiries and requests, communicates resolutions and updates cases using case management tools; maintains customer contact until request is resolved.
• Escalates complex cases to appropriate Tier 2 or Tier 3.
• Participates in cross-training. Works with Contact Center Manager to identify an additional set of responsibilities to develop and perform.
• Communicate and cooperate in a professional manner with peers, supervision, external and internal customers to maintain a safe and productive environment.
• Participates in departmental initiatives or projects in support of reaching operational goals.

Minimum Requirements

Minimumeducationrequired of the position:

• High School Diploma or equivalent.
• Secondary education degree strongly preferred.

Minimum experience required of the position:

• Desired: 2 years relevant work experience in a customer service environment or role. Experience in Human Resource Operations, Payroll, Accounts Payable and/or Supply Chain preferred. Experience in relevant computer applications (MS Office).

Minimum knowledge, skills, and abilities required of the position:

• Requires ability to work in a very structured environment with a diverse workforce.
• Good customer service skills and professional demeanor.
• Good interpersonal skills with the ability to build rapport and collaborate across customers and Entergy Shared Services as needed Good listening, verbal and written communication skills with attention to detail.
• Ability to process requests quickly, accurately, and consistently with general supervision Ability to assess problems and resolve or escalate to appropriate team to resolve Good time management, organization and multi-tasking skills and ability to manage individual assignments.
• Knowledge of Accounts Payable and Supply Chain processes.

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

• None required

Primary Location: Louisiana-HammondLouisiana : Hammond
Job Function: Professional
FLSA Status: Nonexempt
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT
Number of Openings: 1
Req ID: 116383
Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI 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.

Entergy Pay Transparency Policy Statement:The Entergy System of Companies (the Company) will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information. 41 CFR 60-1.35(c). Equal Opportunity and Pay Transparency .

Pay Transparency Notice:

Pay Transparency Nondiscrimination Provision (dol.gov)

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 contactHRCompliance@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.