Customer Service Manager II

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Company: Entergy

Job Title: Customer Service Manager II

Work Place Flexibility: Hybrid

Legal Entity: Entergy Arkansas, LLC

JOB SUMMARY/PURPOSE

Responsible for establishing, maintaining, and fostering relationships with all customers within the assigned territory including local governmental and community stakeholders, business customers, and C&I Middle Market customers. Responsibilities include owning the customer experience, resolving issues and complaints, driving up customer satisfaction, and identifying growth opportunities. The portfolio of managed accounts for this position is in Little Rock, Sheridan, Pine Bluff and the surrounding area and includes major industrial customers located in the Little Rock Port.

JOB DUTIES/RESPONSIBILITIES

• Actively manage and perform regular site visits with a portfolio of assigned managed account customers and build relationships with key contacts.
• Provide technical advice and information to customers on energy related issues (rates, energy management, power quality, power reliability, electro technologies, etc.).
• Promote and sell products and services to support Entergy’s growth goals and to meet customer sustainability objectives.
• Develop and maintain targeted relationships with political and key community constituents, influential civic associations, and small business leaders in the region.
• Manage municipal franchises within the assigned region including community development, local area economic development & strategic marketing plans.
• Resolve escalated customer issues from the Arkansas Public Service Commission, executive complaints, phone center, media, etc. working with customer service support group.
• Responsible for media response, communications, and other public facing communications within the assigned region.
• Responsible for external facing storm communications and emergency response.
• Provide leadership and coordination between operations and engineering departments to provide seamless service to customers and external constituents.
• Develop and maintain targeted relationships with political and key community stakeholders, influential civic associations, and business leaders in the region.

MINIMUM REQUIREMENTS

Minimum education required of the position

Requires a college or university degree in related field or the equivalent technical work experience. Engineering or technical degre e preferred.

Minimum experience required of the position

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

Excellent relationship building, communication, and presentation skills, with media & public speaking experience;
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 regulations, company policies;
Requires after hours & weekend availability during normal operations and extended support during storm events.

Any certificates, licenses, etc. required for the position

None

#LIMS

An Equal Opportunity Employer, Minority/Female/Disability/Vets.

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…