Customer Service Manager I - II

Job Summary Purpose

Responsible for managing portfolio of assigned commercial accounts and maintaining relationships with governmental officials & key constituents; overall responsibility for improving customer service in geographic service territory that includes troubleshooting, recognizing opportunities and creating winning solutions to both customer and company.

Job Duties and Responsibilities

- Responsible for developing and implementing account plans for Entergy's managed portfolio of identified critical Large Commercial and Small Industrial customers and large metro Governmental accounts, including rate analysis. - Resolve managed portfolio of customer issues/concerns relative to sales and service reliability. - Negotiate and coordinate service and contract activities associated with new and expanding critical commercial & small industrial customers. - Coordinate managed account customer service activities associated with Billing, Engineering, Construction, Power Quality, and interact with the Entergy Business Center. - Develop and maintain targeted relationships with political and key community constituents, influential civic associations and small business leaders in large metropolitan municipal markets in the region. - Manage Municipal franchises within the region including community development, local area economic dev. & strategic marketing plans. - Resolve escalated customer issues from regulators, executive complaints, phone center, media, etc. working with Customer Service Support group. - Responsible for media response, communications and other public facing communications within the region. - Support local media relations. - Interact with Business & Economic Development group on municipal & co-op investment opportunities.

Minimum Education and Experience Required

- CSM I: Bachelor’s degree and minimum 1+ years of experience in customer service, engineering, or operations OR in lieu of degree minimum 5+ years of experience in customer service, engineering, or operations is required. - CSM II: Bachelor’s degree and minimum 3+ years of experience in customer service, engineering, or operations OR in lieu of degree minimum 7+ years of experience in customer service, engineering, or operations is required.

Minimum Knowledge Skills and Abilities

- Excellent communication and presentation skills, with media & public speaking experience; Self-starter, change agent with strong project management ability. Strong organizational agility with the ability to delegate work and maintain focus on external role for the region. Must possess a strong technical understanding of operations, service requirements, regulatory regulations, company policies; Requires after hours & weekend availability during normal operations and extended support during storm events.