Manager, Region Customer Service

Entergy•Little Rock, AR

20d•Hybrid

About The Position

The Manager, Region Customer Service leads the organization responsible for establishing and maintaining relationships with current and future customers. The role manages strategies to help Entergy meet and exceed customer expectations, improve customer satisfaction and perception, promote innovation in services and products, and support the overall business plan. It provides technical and sales leadership to Key Account Managers supporting Premier Customer Engagement strategies and works across business units to improve Net Promoter Score and grow AGM. The position also leads community engagement and public-facing customer service efforts. This includes building grassroots support, maintaining relationships with public officials and community organizations, serving as a company spokesperson on customer service topics, and coordinating customer-related messaging during storm response. The manager oversees the Corporate Contributions budget and partners with Public Affairs and Communications on contributions strategy and public communications. The role also supports credit and collections deposits, medical codes, and local government billing.

Requirements

Bachelor’s degree in Business, Engineering, Communications, Public/Community Affairs, a related field, or equivalent work experience.
At least 6 years of experience in a customer-facing organization for a major utility, or management experience in a combination of customer service and utility functions.
Knowledge of rates, regulatory requirements, transmission and distribution systems, and commercial and industrial processes.
Excellent interpersonal and communication skills.
Ability to communicate effectively and persuasively with internal and external stakeholders.
Strong business acumen in finance, operations, technology, and strategic alignment.

Nice To Haves

Master’s degree.
Management experience.
Knowledge of commercial and industrial processes.

Responsibilities

Develop and execute strategies for effective customer outreach, improved customer satisfaction and perception, innovation in service and product delivery, and support of the overall business plan.
Provide technical and sales leadership to Key Account Managers, including CSMs, IAEs, and National Account Representatives, in support of Premier Customer Engagement strategies.
Lead strategies to increase Net Promoter Score and grow AGM in coordination with business units that affect customers.
Advise and lead Key Account Managers on energy-related topics, including rates and energy management, and on commercial and industrial processes.
Lead Key Account Managers in developing, training, and consultatively marketing and selling products and services.
Attend site visits and meetings with managed accounts as needed to support Key Account Managers.
Participate in cross-functional teams, including customer journey teams and grid modernization efforts, and support development of analytical analyses and reporting packages.
Partner with Communications on advertising, news releases, and positive editorials; provide input to and approve press releases and talking points.
Serve as the company spokesperson on customer service-related topics.
Manage the organization responsible for building grassroots community support.
Serve on critical boards and ensure employees participate in local business, industry, and nonprofit organizations.
Develop and maintain positive relationships with county and municipal officials, local economic development organizations, and key nonprofit organizations.
Serve as a key member of the Storm Response Team, coordinating customer-related messaging.
Oversee the Corporate Contributions budget and partner with Public Affairs on contributions strategy and community awareness of Entergy’s contributions.
Support credit and collections deposits, medical codes, and local government billing.
Be available to work additional hours, alternate locations, or additional duties during storms, outages, emergencies, or other situations as required by the company.