Job Title: Customer Service Manager (Electric Utility)

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Louisiana, LLC 

This position may be filled as Customer Service Manager I or Il depending on the identified candidates' qualifications.

JOB SUMMARY/PURPOSE

Responsible for establishing, maintaining and managing relationships with present and future governmental customers. Manage  complaint/issue resolution and overall responsibility for improving customer service in the region, support strategies to enable Entergy to meet customer expectations and enhance customer service experience. The portfolio of managed accounts is located within the ELL West region (Lafayette to Lake Charles, LA).

JOB DUTIES/RESPONSIBILITIES

Customer Service Manager I:

• Perform routine tasks designed to develop and enhance Customer Service experience.
• Become familiarized with work group activities promoting the 'Premier Utility'.
• Responsible for external facing storm and emergency response 
• Self-starter with strong project management ability.
• Must possess a strong understanding of operations, service requirements, regulatory regulations, company policies and ability to acquire knowledge of Entergy applications.
• Able to understand Entergy's value-added services/new products and services, ability to uncover growth opportunities and provide referrals to appropriate group to secure added value service with the customer.
• Provide leadership and coordination between operations, engineering, billing, rate administration to provide seamless service to customers and external constituents.
• Excellent communication and presentation skills.
• Responsible for maintaining relations with business and community constituents, managing local media, complaint/issue resolution working with Customer Service Support group and overall responsibility for improving customer service in the region.
• Requires after hours & weekend availability during normal operations and extended support during storm events. 
• Manages portfolio of governmental customers within a region, identifies opportunities to improve customer experience, facilitates and executes franchise agreements.
• Deliver premier account management to governmental customers with other Customer Service Managers and Specialist across Entergy Louisiana.
• Through engagement with assigned managed accounts, identify, and pursue revenue growth and sustainability opportunities. Collaborate with internal stakeholders to achieve premier customer service experience.
• Responsible for building and maintaining strong external relationships with new and existing customers and decision makers.
• Technical knowledge, i.e., computer hardware/software, database, rates, Proficient in computer operations and applications such as:  Salesforce, CSS, Word, Excel, PowerPoint, Outlook, Google Earth, Internet, Adobe products.

Customer Service Manager II:

• Fully qualified Customer Service Manager with substantial expertise.
• Strong organizational agility with the ability to delegate work and maintain focus on external role for the region.
• Fully functional Customer Service Manager with advanced understanding of operations, service requirements, regulatory regulations, company policies.
• Of added value services and way to negotiate and secure services with the customer. Adept at being able to work with internal stakeholders to complete projects.
• Ability to resolve escalated customer issues and complaints from LPSC, Executive Office, Operations, Engineering, Call Centers, etc.
• Fully knowledgeable and/or proficient in all Entergy applications needed to fulfill customer requirements.
• Interacts with Regional Customer Service Manager and Vice President and may interact with leadership throughout the organization to identify and address issues.
• Mentors junior Customer Service Manager in project management, rates, contract execution, goal setting and other related areas.
• Stays abreast of regulatory or political changes that may impact Entergy policy decision making.
• Through engagement with higher level assigned managed accounts, identify, and pursue revenue growth and sustainability opportunities. Collaborate with internal stakeholders to achieve established revenue and sustainability targets.

MINIMUM REQUIREMENTS

Minimum education required of the position:

• Typically requires a college or university degree in related field or the equivalent work experience. Degree preferred.

Minimum experience required of the position:

• 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 Il - 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.

Minimum knowledge, skills and abilities required of the position:

Excellent communication and presentation skills, with media & public speaking experience; 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; Requires after hours & weekend availability during normal operations and extended support during storm events.

Any certificates, licenses, etc. required for the position:

• None

#LI-DT2

Primary Location: Louisiana-Lake Charles Louisiana : Lake Charles || Louisiana : Broussard || Louisiana : Jennings || Louisiana : Lafayette 
Job Function: Professional
FLSA Status: Professional 
Relocation Option: No Relocation Offered
Union description/code: NBU NON BARGAINING UNIT 
Number of Openings: 1
Req ID: 116316
Travel Percentage:25% to 50%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI 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 HRCompliance@entergy.com 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.

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.