MONROE, LA – Entergy Corporation is expanding its northeast Louisiana contact center to triple the number of customer service representatives as part of its commitment to providing high levels of service and communication with its 2.9 million utility customers in four states.
The project will create approximately 171 new direct jobs and allow Entergy to retain 53 jobs.
“Entergy’s expansion of its West Monroe customer service center demonstrates a strong commitment to effectively communicating with its 1.1 million utility customers in Louisiana,” Governor John Bel Edwards said. “With a presence in nine out of ten parishes across our state, Entergy plays a key role in supporting Louisiana’s emergency response and community recovery efforts from severe weather. This announcement is good news for the state’s preparations for the 2022 hurricane season and good news for the economy of the northeast Louisiana region.
Employees in the expanded contact center will focus on service interactions with Entergy’s residential and business customers in Louisiana, Arkansas, Mississippi and Texas.
To secure Entergy’s contact center expansion in West Monroe, the State of Louisiana offered the company a comprehensive incentive package that includes FastStart LED Services, the Workforce Development Program #1 work statewide for the past 12 years.
“At Entergy, our customers and our communities are at the heart of everything we do, and that’s why we’re so proud to announce the expansion of our contact center to North Louisiana,” said Phillip. May, president and CEO of Entergy Louisiana. “Often a customer’s first experience with our company is with a representative over the phone, and we want that experience and every experience that follows to be seamless and positive. We are always looking for ways to better serve our customers and offer job opportunities to people in our communities, and this expansion is just another way we are working to improve customer service and quality of life in the cities and towns we call home.”
In addition to the staff increase, the company will use enhanced training to more effectively connect customers to a qualified representative to provide quick resolutions during day-to-day interactions as well as during weather events.