Customer Service Specialist (Major Accounts Billing)

Date: Jun 12, 2019

Location: New Orleans, LA, US

Company: Entergy

*The work location for this position can be domiciled anywhere across the Entergy Systems. No Relocation is approved.*

Job Summary:
This position is responsible for providing primary support to the Major Accounts Billing department for all retail billing activities and general support to the SOC and SPO groups for settlement billing processes.  This position must effectively manage daily production BEx support activities of Major Accounts Billing for roughly 2060 complex and very significant revenue producing services.  This person must effectively manage multiple tasks, understand the importance of and strive for extremely high accuracy in processing all large power billing data.


The person selected for this position will be required to perform the following:

  • Develop BEx(Billing Expert) system requirements for the design, testing and implementation of rates, riders or special programs for Major Accounts.  This includes providing overall guidance to programmers in development of new billing programs.
  • Provide maintenance of monthly, semi-annual and annual billing parameters to Large Power Billing systems (i.e., BEx Legacy, BEx Distco, MAVEN and Offline Billing).
  • Represents Large Customer Accounting Services and takes an active part in discussions with Entergy Account Managers, Rate Administration, SOC and SPO departments to establish the methodology and calculations necessary to arrive at the billing quantities from complex and special rates and billing contracts.
  • Provides the expertise necessary to solve complex billing problems.  Performs evaluations of billing calculations on large power accounts to arrive at and communicate to Major Accounts Billing a succinct course of corrective action.
  • Provide leadership and content knowledge for troubleshooting to insure billing systems are fully accurate and capable of calculating and producing accurate bills on the largest and most complex Major Accounts Billing customers within all Entergy operating companies.
  • Responsible for preparing and delivering training and reference materials to Major Accounts Billing and CLI to train these groups in new processes and procedures.

Other specific responsibilities:

  • Ability to perform analysis and troubleshooting of billing determinant related issues including metering configurations, rate applications and contractual arrangements.
  • Ability to evaluate and then utilize standard methods of repair or estimation, and use reference guidelines and system tools such as graphical displays to determine corrective actions.
  • Ability to perform data maintenance in the CCS, CIS or BEx systems for billing support services.
  • Proactive review of data for conditions or anomalies that may indicate process, data or technical issues in Large Power Billing systems.
  • Proactive review of BEx system settings (global and meter specific), validation parameters, and any attributes used in the collection, correction or processing of interval data.
  • Development and maintenance of operational metrics for the Customer Load Information department.
  • Documenting and improving work processes for BEx support, Interval Data Collections and Major Accounts Billing.
  • General review of report data for conditions that require proactive or detective controls.
  • Serve as lead on ECI or other special projects targeting continuous improvements.
  • Provide recommendations to management for technical solutions or other work process improvements.
  • Strong knowledge of and ability to perform maintenance within Entergy’s Customer Information System, Customer Care System
  • Strong understanding of jurisdictional rate structures.
  • Excellent communication and project leadership skills.
  • Ability to manage multiple assignments.
  • Proven skills in teamwork and leadership should include examples of improvements achieved working within or leading teams to a successful completion

Minimum education required of the position

Bachelor’s degree in Mathematics, Engineering, Computer Science, or related discipline preferred. 

Minimum experience required of the position
*This position will be filled as a Customer Service Spec, Sr or lower depending on experience.*

Customer Service Spec, Sr. : 8+ years within a customer service environment

Customer Service Spec I:  5+ years within a customer service environment

Primary Location: Louisiana-New Orleans
Job Function: Professional
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT-NBU
Number of Openings: 1
Req ID: 86876
Travel Percentage:Up to 25%


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


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.

Nearest Major Market: New Orleans

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