Customer Service Manager

Job Title: Region Customer Service Manager

Work Place Flexibility: Hybrid

Legal Entity: Entergy Services, Inc.-ESI (OLD)

• This position may be domiciled at any location with in Entergy Texas' service territory.**
  
  

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 customer expectations.

Job Duties/Responsibilities

• Execute strategies for effective customer outreach and key account management; improve customer satisfaction and perception; promote innovation in the delivery of current and new services and products; and support the overall operating company business plan.
• Drive respective organization to achieve appropriate level of key account engagement and increase in sales volume by industry type.
• Align strategies and engage the Customer Service organization as well as any other functional organization, including Power Delivery, in executing that strategy.
• Support various regulatory initiatives to support appropriate regulatory outcomes for the operating company.
• Produce and deliver effective and informative residential and commercial customer messaging and alerts.
• Lead organization responsible for resolving customer complaints escalated from the call center, executive office and/or regulatory agencies.
• Partner with Communications as they develop advertising, news releases and positive editorials. 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.
• Develop and maintain positive relationships with local and state elected officials, local economic development organizations, and key non-profit organizations.
• Key member of Storm Response Team coordinating all Customer-related messaging and restoration efforts.
• Supports credit and collection processes; 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 Position

• Required: 6 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.
  
  

Required

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 strategy alignment
  
  

Primary Location: Texas - The Woodlands Texas : The Woodlands || Texas : Austin || Texas : Beaumont

Job Function: Professional

FLSA Status: Professional

Relocation Option: Level I

Union description/code: NON BARGAINING UNIT

Number of Openings: 1

Req ID: 117643

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.

Entergy Pay Transparency Policy Statement: The Entergy System of Companies (the Company) will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. 41 CFR 60-1.35(c). Equal Opportunity and Pay Transparency .

Pay Transparency Notice

Pay Transparency Nondiscrimination Provision (dol.gov)

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.