Mgr, Customer Service Support

Posting End Date:  

Work Place Flexibility: Onsite 

Job Summary/Purpose

Responsible for developing, maintaining, and growing operational relationships with state regulatory officials and key staff members. Oversees the resolution of all customer complaints received through multiple channels when not resolved in the Customer Contact Center. Point of contact for Jurisdictional Lead Team members for resolution of direct contact customer issues during/after hours. Manages a staff of employees who have responsibility for SOX compliance, customer service system data integrity, and for professional support of peers in customer service systems and issues.

Job Duties/Responsibilities

1. Develops, maintains, and grows professional operational relationships with State regulatory officials and their staff members for the purpose of responding to inquiries regarding customer service and customer inquiries/complaints about service.
2. Develops, maintains, and grows professional working relationships with peers inside the organization which facilitate the efficient and effective resolution of customer inquiries, issues, and concerns. In addition to relationship and engagement with operating company peers, available to participate on cross-functional teams as needed.
3. Responsible for ensuring that customer service processes, systems, policies, and actions are compliant with jurisdictionally specific regulatory rules and regulations.
4. Single point of contact for Corporate Executives and Jurisdictional Lead Team members for resolving direct contact customer and key constituent inquiries, issues, and concerns during/after hours.
5. Jurisdictional gateway for System Support organizations in approving and communicating system modifications and major issue recovery processes.
6. Oversight of a staff of employees responsible for the investigation and resolution of all customer complaints/inquiries received through multiple channels which are not resolved within the Customer Contact Center. Staff responsibility for annual rate reviews for large customers ensuring most applicable rates. Responsible for analyzing customer complaint/issue data on a jurisdictionally specific basis to identify negative trends that require proactive changes to processes or service provision to reverse those trends. Ensures SOX and record retention compliance within the jurisdiction relative to Customer Service. Responsible for jurisdictionally specific data integrity in customer accounting systems relative to annexations and franchise areas.
7. Responsible for performing storm duty, including but not limited to, providing input and guidance on the development and implementation of external communication, updates to the PSC, MEMA, and Company Executives, and working with the DOC/War Room to develop and set meaningful NOCs.
8. Support the Regulatory Group on issues related to policy, reliability, and other operational issues. Provide input to rate cases and represent company at regulatory hearings and meetings on customer related issues as needed.
9. Maintain a strong working relationship with the Operations organization and provide input for operational efficiencies.

Minimum Requirements

Minimum education required of the position

• Bachelor's degree in Accounting, Business, Engineering, or equivalent work experience. 
• Engineering degree preferred.

Minimum experience required of the position

• 7+ years of experience in customer service functions and customer issue resolution which involves use and understanding of Entergy's customer service and/or distribution operations systems.

Minimum knowledge, skills, and abilities required of the position

Incumbent must:

• Be knowledgeable of all regulatory rules, policies and requirements affecting customer service within the jurisdiction. Incumbent must be skilled in negotiation.
• Be knowledgeable of all jurisdictional rate schedules, service policies, and service standards.
• Be knowledgeable of all customer products, services, and programs pertinent to the jurisdiction.
• Possess strong capabilities in influence without authority to affect decisions and outcomes.
• Be able to develop strong relationships with peers and superiors within the organization in order to effectively and efficiently identify, facilitate, and direct resolution of customer service issues.

Other Attributes                             

• Functional Knowledge: Requires in-depth understanding of concepts, theories and principles in own discipline and basic knowledge of other disciplines.
• Business Expertise: Applies understanding of the industry and how own area contributes to the achievement of objectives.                                   
• Problem Solving: Manages a generally homogeneous team; adapts plans and priorities to meet service and/or operational challenges.                
• Impact: Impacts the level of service and the team's ability to meet quality, volume, and timeliness objectives. Guided by policies, resource requirements, budgets and the business plan.          
• Interpersonal Skills: Guides, influences and persuades others either internally in other areas or externally with customers or agencies.

Working Conditions/Essential Functions/Physical Requirements

• Position requires travel and the potential for extended working hours as necessary. While generally an office-based position, some duties require the incumbent to be in outdoor settings. Some attendance at after-hours community and business-based events will be required as a Company representative. 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.

LI-MS1

Primary Location: Mississippi-Jackson
Job Function: Corporate
FLSA Status: [[customString3]]
Relocation Option: Level I
Union description/code: [[customString5]]
Number of Openings: 1
Req ID: 125307
Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the full statement.

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.