Customer Service Manager

Entergy • Dayton, TX

2d • Hybrid

About The Position

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. Bilingual (Spanish & English) preferred but not required.

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

Nice To Haves

• Bilingual (Spanish & English) preferred but not required.

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.
• Requires after hours & weekend availability during normal operations and extended support during storm events.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees