Customer Service Manager I-II

Job Summary/Purpose

Responsible for establishing, maintaining, and fostering relationships with all customers within the assigned territory including local governmental and community stakeholders, business customers, and C&I Middle Market customers. Responsibilities include owning the customer experience, resolving issues and complaints, driving up customer satisfaction, and identifying growth opportunities.

Job Duties/Responsibilities

• Actively manage and perform regular site visits with a portfolio of assigned managed account customers and build relationships with key contacts.
• Provide technical advice and information to customers on energy related issues (rates, energy management, power quality, power reliability, electro technologies, etc.).
• Promote and sell products and services to support Entergy’s growth goals and to meet customer sustainability objectives.
• Develop and maintain targeted relationships with political and key community constituents, influential civic associations, and small business leaders in the region.
• Manage municipal franchises within the assigned region including community development, local area economic development & strategic marketing plans.
• Resolve escalated customer issues from the Arkansas Public Service Commission, executive complaints, phone center, media, etc. working with customer service support group.
• Provide leadership and coordination between operations and engineering departments to provide seamless service to customers and external constituents.
• Provide media response, communications, and other public facing communications within the assigned region.
• Provide external facing storm communications and emergency response.
• Provide leadership and coordination between operations and engineering departments to provide seamless service to customers and external constituents.
• Provide strategic outreach, manage a portfolio of managed accounts, community development, promote company products and services, manage local media, issue resolution, and drive exceptional customer satisfaction.

Minimum Requirements

• Requires a college or university degree in related field or the equivalent technical work experience.
• Engineering or technical degree preferred.
• 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.
• Excellent relationship building, communication, and presentation skills, with media & public speaking experience; Self-starter, 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 understanding of operations, service requirements, regulatory regulations, company policies; Requires after hours & weekend availability during normal operations and extended support during storm events.

Required Minimum knowledge, skills and abilities required of the position

• Excellent relationship building, communication, and presentation skills, with media & public speaking experience; Self-starter, 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 understanding of operations, service requirements, regulatory regulations, company policies; Requires after hours & weekend availability during normal operations and extended support during storm events.

Primary Location

Arkansas - Marion
Arkansas : Blytheville

Job Function

Corporate

FLSA Status

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Relocation Option

No Relocation Offered

Union description/code

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Number of Openings

1

Req ID

124536

Travel Percentage

Up to 25%

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.

Entergy Pay Transparency Policy Statement

The Entergy System of Companies (the Company) will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. 41 CFR 60-1.35(c).

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.