Customer Service Manager

***This position may be filled as Customer Service Manager I or II depending on the identified candidates’ qualifications.*** Job Summary Responsible for managing portfolio of assigned commercial accounts and maintaining relationships with governmental officials and key constituents; overall responsibility for improving customer service in a geographic service territory that includes troubleshooting, recognizing opportunities, and creating winning solutions for both customer and company. Bilingual (Spanish & English) preferred but not required. Job Duties and Responsibilities Develop and implement account plans for Entergy's managed portfolio of identified critical large commercial and small industrial customers and large metro governmental accounts, including rate analysis. Resolve managed portfolio customer issues/concerns related to sales and service reliability. Negotiate and coordinate service and contract activities associated with new and expanding critical commercial and small industrial customers. Coordinate managed account customer service activities associated with Billing, Engineering, Construction, Power Quality, and interact with the Entergy Business Center. Develop and maintain targeted relationships with political and key community constituents, influential civic associations, and small business leaders in large metropolitan municipal markets in the region. Manage municipal franchises within the region including community development, local area economic development, and strategic marketing plans. Resolve escalated customer issues from regulators, executive complaints, phone center, media, etc., working with the Customer Service Support group. Responsible for media response, communications, and other public‑facing communications within the region. Support local media relations. Interact with the Business & Economic Development group on municipal and co‑op investment opportunities. Minimum Education and Experience Required CSM I: Bachelor’s degree and minimum 1+ years of experience in customer service, engineering, or operations, or in lieu of a degree, minimum 5+ years of experience in customer service, engineering, or operations. CSM II: Bachelor’s degree and minimum 3+ years of experience in customer service, engineering, or operations, or in lieu of a degree, minimum 7+ years of experience in customer service, engineering, or operations. Minimum Knowledge, Skills, and Abilities Excellent communication and presentation skills; media and public speaking experience. Self‑starter, change agent 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 technical understanding of operations, service requirements, regulatory regulations, and company policies. Requires after‑hours and weekend availability during normal operations and extended support during storm events. 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 Companies employees to perform their expected job duties is absolutely not tolerated. #J-18808-Ljbffr Entergy Corporation