Manager, Customer Service Support

Entergy • The Woodlands, TX

10d • Hybrid

About The Position

Responsible for developing, maintaining, and growing operational relationships with state regulatory officials and key staff members. Oversees the resolution of all customer complaints received through multiple channels when not resolved in the Customer Service Center. Serves as a 24-hour point of contact for Jurisdictional Lead Team members for resolution of direct contact customer issues during/after hours. Manages a staff of employees responsible for SOX compliance, customer service system data integrity, and for professional support of peers in customer service systems and issues.

Requirements

• Bachelor's degree in Accounting, Business, Engineering or equivalent work experience.
• 7+ years of experience in customer service functions and customer issue resolution which involved use and understanding of Entergy's customer service and/or distribution operations systems.
• Knowledgeable of all regulatory rules, policies and requirements affecting customer service within the jurisdiction.
• Skilled in negotiation.
• Knowledgeable of all jurisdictional rate schedules, service policies, and service standards.
• Knowledgeable of all customer products, services, and programs pertinent to the jurisdiction.
• Possess strong capabilities in influence without authority to affect decisions and outcomes.
• Able to develop strong relationships with peers and superiors within the organization in order to effectively and efficiently identify, facilitate, and direct resolution of customer service issues.
• Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.

Responsibilities

• Develops, maintains, and grows professional operational relationships with State regulatory officials and their staff members for the purpose of responding to inquiries regarding customer service and customer complaints about service.
• Develops, maintains, and grows professional working relationships with peers inside the organization which facilitate the efficient and effective resolution of customer inquiries, issues, and concerns.
• Responsible for ensuring that customer service processes, systems, policies, and actions are compliant with jurisdictionally specific regulatory rules and regulations.
• Single point of contact for Corporate Executives and Jurisdictional Lead Team members for resolving direct contact customer and key constituent inquiries, issues, and concerns.
• Jurisdictional gateway for System Support organizations in approving and communicating system modifications and major issue recovery processes.
• Oversight of a staff of employees responsible for the investigation and resolution of all customer complaints received through multiple channels which are not resolved within the Customer Service Center.
• Staff responsibility for annual rate reviews for Texas.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager