Customer Service Manager - II

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Company: Entergy

Job Title: Customer Service Manager I - II

Work Place Flexibility: Hybrid

Legal Entity: Entergy Mississippi, LLC

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.

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.

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.

• 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…