Customer Service Analyst

Entergy Corporation; New Orleans (LA); On-site; USD 65,000 - 90,000; Full time

Job summary

Entergy in New Orleans seeks an experienced BI Analyst to develop and maintain Power BI dashboards for customer service metrics and leadership decision-making. You will design data models, enable self-service analytics, and prepare materials for external meetings across commercial and governmental stakeholders.

The role involves working with CRM data, coordinating with internal teams, and ensuring accurate, timely reporting to support business planning and performance improvements.

Qualifications

• Advanced data analysis and reporting using Power BI and BI tools.
• Ability to design dashboards and data models for self-service analytics.
• Strong communication with leadership and stakeholders.

Responsibilities

• Develop, maintain, and enhance Power BI dashboards and reports for real-time visibility into customer service metrics and KPIs.
• Design and optimize Power BI data models to support customer service analytics and self-service reporting.
• Prepare reporting materials for external customer meetings with various customer segments and stakeholders.
• Manage and report customer service data, products, and services in a CRM program.
• Maintain and improve overall customer service reporting and tracking as needed.
• Support research, data analysis, metrics, reporting, and business intelligence for the team.
• Assist in development of departmental business plans, growth metrics, and reporting.
• Support senior leaders in customer service and related initiatives.
• Identify data inconsistencies and irregularities and report issues.
• Collaborate with internal teams to gather and analyze information.

Skills

Power BI

Dashboard design

Data analysis

Self-service reporting

Stakeholder communication

Tools

CRM system

Job description

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.
• Management and reporting of customer service data, products & services etc. in a CRM program.
• Maintain/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.
• Recognizes data inconsistencies and irregularities and reports 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.