Customer Service Analyst

## Job Summary/Purpose Performs advanced data analysis and reporting using Power BI and other business intelligence tools to support delivering the customer service function. ## Job Duties/Responsibilities - Develop, maintain, and enhance Power BI dashboards and reports to provide real-time visibility into customer service metrics, KPIs, and departmental performance for leadership and stakeholder decisions. - Design and optimize Power BI data models to support customer service analytics and enable self-service reporting across the department. - Prepare reporting and presentation material to support external customer meetings, including commercial and industrial middle market customers, new business development customers and governmental stakeholders. - Manage and report customer service data, products and services in a CRM program. - Maintain and improve overall Customer Service reporting, perform other extensive reporting and tracking as needed. - Manage and support the group with appropriate research, data analysis related needs, metrics and reporting, strategic and business intelligence. - Support the development of departmental business plan(s), growth measurements and reporting. - Support CSM's, NBD PM's, Vice President of Customer Service and Lead Team. - Recognize data inconsistencies and irregularities and report issues. - Interface extensively with other internal organizations, including operations, billing/customer accounting, EBC, ICO etc. to gather and analyze information. - Identify and develop creative solutions to improve the efficiency of workgroup processes and identify data inconsistencies/irregularities to improve outcomes. ## Minimum Requirements Minimum education: Bachelor's Degree in a technical or business related field required or equivalent work experience. Desired: Master's Degree. Minimum experience: Analyst I: 0-2 years of professional experience. Analyst II: 2-4 years. Analyst III: 4-6 years. Analyst Sr: 6+ years. ## Desired Qualifications - Familiarity with electric utilities. - Self-motivated; ability to be a team leader on projects. - Strong team player/team-oriented. - Positive, proactive mindset with a strong results orientation. - Ability to handle heavy workload, multiple tasks and prioritize; flexibility needed. - Passionate in achieving success, driven. - Effective public speaking and presentation skills. - Ability to identify roadblocks and obstacles and efficiently remove them to provide ideal support for the team. - Power BI certification or formal Power BI training. - SQL or data modeling experience. ## Minimum Knowledge, Skills, and Abilities - Advanced proficiency in Power BI (report authoring, DAX, Power Query, data modeling). Strong quantitative skills and comprehensive knowledge of Excel, SQL/database concepts, CCS, CRM software (SalesForce), and data visualization best practices. - Proficiency with Word, PowerPoint, and other Office tools required. - Excellent reporting, analytical and research skills (i.e. customer data, industry and analysis etc.). - Technical knowledge, i.e., computer hardware/software, database, internal web based systems. - Excellent writing skills (plans, reports, presentations, proposals). - Ability to interface with all levels of management and various external customers, state/regional/local organizations. - Strong ability to communicate and interact with a wide-range of people, orally and in writing. - Excellent leadership skills. ## Additional Information Certificates, licenses, etc.: None. Travel: Up to 25%. Number of openings: 1. Req ID: 125378. This position may be filled in Baton Rouge, Jefferson, or Monroe, Louisiana. Legal Entity: Entergy Louisiana, LLC. Relocation: Not offered.