About this role
Job Title: Customer Service Manager I - II
Work Place Flexibility: Hybrid
This position may be filled as Customer Service Manager I or II depending on the identified candidates’ qualifications.
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 of the position
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 ext