Mgr, Customer Service Support

Entergy•Jackson, MS

1d•Onsite

About The Position

Responsible for developing, maintaining, and growing operational relationships with state regulatory officials and key staff members. Oversees resolution of customer complaints received through multiple channels when they are not resolved in the Customer Contact Center. Serves as the point of contact for Jurisdictional Lead Team members for resolving direct-contact customer issues during and after hours. Manages employees responsible for SOX compliance, customer service system data integrity, and professional support of peers on customer service systems and issues. The role ensures that customer service processes, systems, policies, and actions comply with jurisdiction-specific regulations. It provides a jurisdictional gateway for System Support organizations to approve and communicate system modifications and major issue recovery processes, and supports the Regulatory Group on policy, reliability, and other operational matters. The position also contributes to rate cases and represents the company at regulatory hearings and meetings on customer-related issues as needed. The position is generally office-based but includes travel, some outdoor duties, after-hours community and business events, and potential extended working hours. As an essential-services role, it may require additional hours, work at alternate locations, or additional duties during storms, outages, emergencies, or other situations deemed necessary by the company.

Requirements

Bachelor's degree in Accounting, Business, Engineering, or equivalent work experience.
At least 7 years of experience in customer service functions and customer issue resolution involving use and understanding of Entergy customer service and/or distribution operations systems.
Knowledge of all regulatory rules, policies, and requirements affecting customer service within the jurisdiction.
Negotiation skills.
Knowledge of jurisdictional rate schedules, service policies, and service standards.
Knowledge of customer products, services, and programs pertinent to the jurisdiction.
Strong ability to influence decisions and outcomes without authority.
Ability to develop strong relationships with organizational peers and superiors to identify, facilitate, and direct resolution of customer service issues.
Ability to travel and potentially work extended hours as necessary.

Nice To Haves

Engineering degree preferred.

Responsibilities

Develop, maintain, and grow operational relationships with state regulatory officials and their staff regarding customer service inquiries and complaints.
Build professional working relationships with organizational peers to facilitate efficient resolution of customer inquiries, issues, and concerns; participate in cross-functional teams as needed.
Ensure customer service processes, systems, policies, and actions comply with jurisdiction-specific regulatory rules and regulations.
Serve as the single point of contact for Corporate Executives and Jurisdictional Lead Team members resolving direct-contact customer and key constituent issues during and after hours.
Act as the jurisdictional gateway for System Support organizations in approving and communicating system modifications and major issue recovery processes.
Oversee staff investigating and resolving customer complaints and inquiries received through multiple channels that are not resolved within the Customer Contact Center.
Oversee annual rate reviews for large customers to ensure the most applicable rates are used.
Analyze customer complaint and issue data by jurisdiction to identify negative trends and proactively change processes or service provision.
Ensure SOX and record-retention compliance within the jurisdiction relative to Customer Service.
Maintain jurisdiction-specific data integrity in customer accounting systems related to annexations and franchise areas.
Perform storm duty, including providing input and guidance on external communications, updates to the PSC, MEMA, and Company Executives, and working with the DOC/War Room to develop and set meaningful NOCs.
Support the Regulatory Group on policy, reliability, and other operational issues.
Provide input to rate cases and represent the company at regulatory hearings and meetings on customer-related issues as needed.
Maintain a strong working relationship with Operations and provide input for operational efficiencies.
Travel and attend after-hours community and business-based events as a company representative as required.
Be available for additional hours, alternate work locations, or additional duties during storms, outages, emergencies, or other company-designated situations.