Customer Service Manager I - II

Job Title: Customer Service Manager I - II

Work Place Flexibility: Hybrid

Legal Entity: Entergy Mississippi, LLC

JOB SUMMARY/PURPOSE

Responsible for managing a portfolio of assigned commercial/industrial accounts and maintaining relations with governmental officials, business, and key community constituents, managing local media, complaint/issue resolution; overall responsibility for improving customer service in geographic service territory. Perform account management duties for key commercial, governmental, and industrial customers to include promoting and selling products and services and growing electrification efforts to meet customer sustainability objectives.

JOB DUTIES/RESPONSIBILITIES

- Proactively build and maintain targeted relationships with political and key community constituents, influential civic/professional associations, and small business leaders in the region. Perform public speaking responsibilities including delivering presentations on Entergy‑related subjects in public forums.

- Coordinate the resolution of escalated customer issues from account portfolio, MPSC, Executive Complaints, Customer Contact Center, Media, etc. while working with Customer Service Support (CSS) and the Entergy Business Center (EBC).

- Responsible for managing a portfolio of assigned accounts and other accounts as needed; serving as the primary point of contact, performing reviews to monitor and assess quality of service and account billing, customer rate class, overall customer satisfaction, and promoting products and services in alignment with customer’s needs, Entergy’s electrification goals, and to meet customer sustainability objectives.

- Coordinate the resolution of customer issues/concerns by providing leadership and coordination between internal departments, i.e., operations, engineering, asset management, CSS and the EBC to provide seamless service to customers and external constituents.

- Partner with Business & Economic Development on site selection and/or expansion opportunities. Negotiate and coordinate service and contract activities associated with new and expanding commercial & industrial customers.

- Proactively develop and/or strengthen targeted relationships with political and key community constituents, influential civic and community associations, and business leaders in municipal markets in the region including after-hours events.

- Manage municipal franchises within the Region including community development, local area economic development, strategic marketing plans., etc.

- Responsible for approved local media response requests, communications and other public facing communications within the region. Support and coordinate local media relations (OpCo Communication Manager responsible for maintaining relationships with key media reps).

- Responsible for storm role and emergency response including Customer Information Center (CIC) and peer network/OpCo support as needed, including after-hours.

MINIMUM 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.

Minimum knowledge, skills and abilities required of the position

- Required: Self-starter, 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 understanding of operations, service requirements, regulatory reg's, company policies.

- Preferred skills : Excellent communication and presentation skill, with media & public speaking experience: self starter, with strong project managment ability.

- Any certificates, licenses, etc. required for the position

None

#LI-MS

# Primary Location: Mississippi - Natchez Mississippi : Natchez
Job Function : Corporate
FLSA Status : Exempt Ind
Relocation Option:
Union description/code :
Number of Openings : 1
Req ID: 124629
Travel Percentage : Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Know Your Rights: Workplace Discrimination is Illegal

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact [email protected] to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:
As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.