Job Title: Customer Service Manager I-II

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Operations, Inc.-EOI 

Job Summary 
The Customer Service Manager (CSM) serves as a key representative and executive liaison for Entergy within their designated territory. This role is responsible for building and managing strategic relationships with a portfolio of key commercial, industrial, governmental customer and community stakeholders. CSMs are responsible for strategic outreach, managing a portfolio of managed accounts, community development, promoting company products and services, managing local media, issue resolution, and driving exceptional customer satisfaction. The CSM will work proactively to meet customer needs, support company initiatives, and maintain a focus on continuous improvement in reliability, affordability and safety.
 
Key Responsibilities

• Customer and Account Management: Build strong relationships with assigned key accounts and conduct proactive customer engagements (including in-person STAR presentations, billing issue resolution, arrears management and service reliability concerns); manage issues related to service expansions, outages, energy efficiency, and renewables; negotiate and coordinate service and contract activities associated with new and existing commercial & industrial customers; and resolve escalated customer issues from the OpCo regulatory agency, executive inquiries, Customer Contact Center, media, etc. Maintain up-to-date account and interaction records in Salesforce.
  
• Operational and Reliability Improvement: Collaborate with internal teams to meet customer satisfaction targets and develop action plans based on customer feedback and reliability data.
• Sales and Product Promotion: Educate customers on products and services. Identify and refer sales leads, and work to secure agreements (MOUs/LOIs) for new product adoption.
• Community and Public Relations: Engage regularly with community leaders, media, and elected officials to communicate company initiatives. Manage local contributions and represent the company in at least one community organization.
  
• Safety and Professional Growth: Adhere to all safety protocols, participate in quarterly safety meetings, and contribute to continuous safety improvement. Pursue a personalized learning plan and participate in all required training.

Minimum education required of the position

Bachelor's degree in Business, Management, Accounting, Engineering or equivalent (degree preferred).

Minimum experience required of the position

5+ years experience in customer service, engineering, or operations.

Minimum knowledge, skills and abilities required of the position

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 reg's, company policies.

• CSM I: Minimum 1+ years of experience in customer service, engineering, or operations, or 5+ years of equivalent experience in lieu of a degree.
• CSM II: Minimum 3+ years of experience in customer service, engineering, or operations, or 7+ years of equivalent experience in lieu of a degree.

• Skills:
• Excellent communication, presentation, and public speaking skills.
• Strong project management ability and problem-solving skills.
• Proficient with Microsoft Office, Salesforce, and other utility-specific applications.
• Strong understanding of utility operations, service requirements, and regulatory policies.
• Ability to work both independently and collaboratively within a team environment.
• Exceptional organizational agility and self-starter mindset.

Working Conditions

• This position requires flexibility for after-hours and weekend availability during normal operations and extended support during storm events.
• Some travel, up to 25%, may be required.

#LI-MS1

Primary Location: Arkansas-Conway Arkansas : Conway 
Job Function: All Other Jobs
FLSA Status: Exempt Ind 
Relocation Option: No Relocation Offered
Union description/code:  
Number of Openings: 1
Req ID: 121465
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.

 Know Your Rights: Workplace Discrimination is Illegal

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 HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

EEI Testing:

One way that Entergy has found to identify and assess the abilities and skills needed for certain jobs is through pre-employment testing. If this position does require an EEI test, the type of test will be located under the qualifications section of the job posting. If you are invited to a test session, we strongly recommend you review and complete the practice test as well as review the testing brochure for your respective test.  The test brochure will give you critical information on the test such as time allocated and number of questions.  Also, keep in mind that the actual test is timed; you should practice timing yourself while doing the practice tests. The practice test information and test brochures can be located by going to the EEI website, http://www.eei.org/practicetests, Logon ID:  entergy, password:  practice test (2 words). Travel expenses incurred in connection with EEI testing are non-reimbursable.

In addition to EEI testing there is also Fit-for-Duty testing which will identify and assess the abilities and skills needed for certain jobs. If this position does require Fit-for-Duty testing, the type of test will be located under the qualifications section of the job posting.

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.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.