Region Customer Service Manager

About the position

The Region Customer Service Manager is responsible for managing the organization that establishes and maintains relationships with current and future customers. This role involves supporting strategies that enable Entergy to meet customer expectations and improve customer satisfaction. The manager will execute effective customer outreach and key account management strategies, drive engagement, and support regulatory initiatives. The position also includes leading the resolution of customer complaints, partnering with communications for public messaging, and building community support.

Responsibilities

• Execute strategies for effective customer outreach and key account management.
• Improve customer satisfaction and perception.
• Promote innovation in the delivery of current and new services and products.
• Support the overall operating company business plan.
• Drive the organization to achieve key account engagement and increase sales volume by industry type.
• Align strategies and engage the Customer Service organization and other functional organizations.
• Support various regulatory initiatives.
• Produce and deliver effective customer messaging and alerts.
• Lead the organization responsible for resolving escalated customer complaints.
• Partner with Communications for advertising and public messaging.
• Manage grassroots support in the community and serve on critical boards.
• Develop and maintain relationships with local and state officials and organizations.
• Coordinate customer-related messaging and restoration efforts as a member of the Storm Response Team.
• Support credit and collection processes and local government billing.

Requirements

• Bachelor's degree in Business, Engineering, Communications, Public/Community Affairs, or related degree preferred.
• Master's Degree preferred.
• 6 years of experience in a customer-facing organization for a major Utility or management experience in customer service and utility functions.
• Knowledge of rates, regulatory requirements, T&D systems, and commercial and industrial processes.
• Excellent interpersonal and communication skills.
• Ability to communicate effectively and persuasively to stakeholders.
• Strong business acumen in finance, operations, technology, and strategy alignment.