Analyst II/III

Analyst II Or III

This position can be filled in The Woodlands, TX or Beaumont, TX as an Analyst II or III depending on relevant experience.

Job Summary/Purpose

The preferred candidate will be able to perform a wide variety of customer data analyses for the Entergy Texas operating company. This position will report to the Manager, Customer Service Support.

Job Duties/Responsibilities

• Responsible for trending net promoter score (NPS) survey data and making recommendations on improving scores for the state.
• Responsible for trending complaint data and performing root cause analysis as it relates to current processes to develop and implement continuous improvement initiatives.
• Responsible for performing data analytics, handling, and resolving complex customer complaints including complaints sent to Public Utility Commission of Texas (PUCT), local elected officials, Entergy executives, etc.
• Utilize Power BI reporting tool to prepare reports for state management decision making.
• Develops and conducts presentations for other internal workgroups regarding NPS strategy and process improvements.
• Responsible for calculating and implementing franchise fee payments to cities and municipalities and providing variance explanations for state management.
• Understand customer usage patterns and rate structures to assist customers with appropriate rate analysis.
• Interface extensively with other internal organizations, including operations, contact center, meter to cash, etc. to analyze processes and develop improvements.
• Stays abreast of regulatory or political changes that may impact Entergy policy decision making.
• Serves as Restoration Event Coordinator during active storms and assists with customer alert messaging, and proactive messaging.
• Serve on non-profit and/or professional organization boards, or with any other community organization.

Minimum Requirements

Minimum education required of the position

• Bachelor's Degree in a technical or business-related field or equivalent work experience.
• Desired: Master's Degree.

Minimum experience required of the position

• Analyst II: 2-4 years of professional experience.
• Analyst III: 4-6 years of professional experience.

Minimum knowledge, skills, and abilities required of the position

• Analytical skill set with advanced knowledge of Microsoft Office: Word, Excel, PowerPoint, and Power BI.
• Knowledge of SAP and Salesforce CRM tools.
• Effective presentation and public speaking skills.
• Team player with proactive mindset.
• Ability to travel up to 25%.

Any certificates, licenses, etc. required for the position Desired: None