Job Title: Analyst

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Texas, Inc.-GTX 

**This position can be filled in The Woodlands, TX or Beaumont, TX as an Analyst I or II 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
• Desired: Master's Degree.

Minimum experience required of the position

• Analyst I: 0-2 years of professional experience.
• Analyst II: 2-4 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

#LI-AH1

Primary Location: Texas-The Woodlands Texas : The Woodlands || Texas : Beaumont 
Job Function: Professional
FLSA Status: Professional 
Relocation Option: No Relocation Offered
Union description/code:  
Number of Openings: 1
Req ID: 118758
Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to navigate to 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.

 Equal Opportunity

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.

EEI Testing:

One way that Entergy has found to identify and assess the abilities and skills needed for certain jobs is through pre-employment testing. If this position does require an EEI test, the type of test will be located under the qualifications section of the job posting. If you are invited to a test session, we strongly recommend you review and complete the practice test as well as review the testing brochure for your respective test.  The test brochure will give you critical information on the test such as time allocated and Pre-employment Testing:  of questions.  Also, keep in mind that the actual test is timed; you should practice timing yourself while doing the practice tests. The practice test information and test brochures can be located by going to the EEI website, http://www.eei.org/practicetests, numberLogon ID:  entergy, password:  practice test (2 words). Travel expenses incurred in connection with EEI testing are non-reimbursable.

In addition to EEI testing there is also Fit-for-Duty testing which will identify and assess the abilities and skills needed for certain jobs. If this position does require Fit-for-Duty testing, the type of test will be located under the qualifications section of the job posting.

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.