Manager, Region Customer Service

PS

Job Title:

Mgr, Region Customer Service Work Place Flexibility:
Hybrid Legal Entity:
Entergy Arkansas, LLC

Job Summary /Purpose Manage the organization responsible for establishing and maintaining relationships with present and future customers. Manage and support strategies to enable Entergy to meet and exceed customer expectations.

Job Duties /Responsibilities Develop and execute strategies for effective customer outreach; improve customer satisfaction and perception; promote innovation in the delivery of service and products; and support the overall business plan.

Provide technical and sales leadership for Key Account Managers (CSMs, IAEs, and National Account Reps) to support our Premier Customer Engagement strategies.

Lead development and implementation of strategies that increase Net Promoter Score and grow AGM, working in conjunction with all business units that impact customers.

Provide technical advice and leadership to Key Account Managers on energy related issues (rates, energy management, etc.) and commercial and industrial processes.

Provide leadership to Key Account Managers in the development, training, and consultive marketing and selling of products and services.

Attend site visits and meetings with managed accounts as needed in support of Key Account Managers.

Active participation on cross-functional teams such as journey teams, grid modernization efforts and development of analytical analysis and reporting packages.

Partner with Communications as they develop advertising, news releases and positive editorials. Provide input to and approve press releases and talk points.  Serve as company spokesperson on customer service-related topics.

Manage organization that is responsible for building grass roots support in the community. Serve on critical boards and ensure employees are active in local business, industry, and non-profit organizations.

Lead the development and maintenance of positive relationships with county and municipal officials, local economic development organizations, and key non-profit organizations.

Key member of Storm Response Team coordinating all Customer-related messaging.

Oversee Corporate Contributions budget. Partner with Public Affairs to develop and support corporate contributions strategy and ensure the community is aware of Entergy’s corporate contributions.

Supports credit and collections deposits; medical codes; and local government billing.

Minimum Requirements Minimum education required of the position

Bachelor’s degree in Business, Engineering, Communications, Public/Community Affairs, related degree preferred or equivalent work experience.

Master’s Degree preferred.

Minimum experience required of the position6 years of experience working in a customer-facing organization for a major Utility or management experience in some combination of customer service and utility functions

Minimum knowledge, skills, and abilities required of the position

Knowledge of rates, regulatory requirements, T&D systems, and commercial and industrial processes

Excellent interpersonal and communication skills

Ability to communicate effectively and persuasively both to internal and external stakeholders

Strong business acumen in finance, operations, technology, and strategic alignment

Management experience preferred.

Knowledge of commercial and industrial processes preferred.

Any certificates, licenses, etc. required for the position

None Primary

Location:

Arkansas-Little Rock Arkansas :
Little Rock Job Function:
CorporateFLSA Status:
Mid Mgr Relocation Option:
Union description/code:  Number of Openings: 1

Req  PS

Job Title:

Mgr, Region Customer Service

Travel Percentage :

Up to 25%
An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please 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,…