Customer Service Manager I - II

Entergy•The Woodlands, TX

1d•Hybrid

About The Position

This position is responsible for managing a portfolio of assigned commercial accounts and maintaining relationships with governmental officials and key constituents. The role has overall responsibility for improving customer service in a geographic service territory, which includes troubleshooting, recognizing opportunities, and creating solutions that benefit both the customer and the company. This position may be filled as a Customer Service Manager I or II, depending on the qualifications of the identified candidates.

Requirements

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 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.

Responsibilities

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.
Resolving issues and concerns within the managed portfolio of customers relative to sales and service reliability.
Negotiating and coordinating service and contract activities associated with new and expanding critical commercial & small industrial customers.
Coordinating managed account customer service activities with Billing, Engineering, Construction, and Power Quality, and interacting with the Entergy Business Center.
Developing and maintaining targeted relationships with political and key community constituents, influential civic associations, and small business leaders in large metropolitan municipal markets in the region.
Managing Municipal franchises within the region, including community development, local area economic development, and strategic marketing plans.
Resolving escalated customer issues from regulators, executive complaints, the phone center, media, etc., by working with the Customer Service Support group.
Being responsible for media response, communications, and other public-facing communications within the region.
Supporting local media relations.
Interacting with the Business & Economic Development group on municipal & co-op investment opportunities.