Mgr, Region Cust Service-LA

Date: Nov 18, 2022

Location: Louisiana, United States

Company: Entergy

Posting End Date: 11/27/2022 

Work Place Flexibility: Hybrid 

 

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 and achieve specific revenue targets.

 

JOB DUTIES/RESPONSIBILITIES

Execute strategies for effective customer outreach; improve customer satisfaction and perception; promote innovation in the delivery of services and products; and support the overall jurisdiction business plan.

Lead interaction and implementation of operations and customer service strategies related to the assigned Middle Market key account Customer Service Managers across Entergy Louisiana.

Active participation on cross-functional teams such as journey teams, grid modernization efforts and development of analytical analysis and reporting packages.

Develop and implement strategies for business retention from potential disruptors; Present on special topics to local officials and large customers as needed. 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 engaging middle market (large commercial and small industrial customers), building grass roots support in the community. Serve on critical boards and ensure employees are active in local business, industry, and non-profit organizations.

Lead the development and maintenance of positive relationships with Middle Market key accounts, parish and municipal officials, local economic development organizations, and key non-profit organizations.

Key member of Storm Response Team coordinating all Customer-related messaging and customer interactions, including mobile CIC as needed.

Lead proactive middle market key account activities are occurring regularly to ensure achievement of revenue, sustainability targets

Provide input to customer service testimony for rate cases and represent company at regulatory hearings on customer related issues on an as needed basis.

Oversee Corporate Contributions budget. Partner with Public Affairs to develop and support corporate contributions strategy and ensure the community is aware of Entergy’s corporate contributions.

 

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

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

 

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

 

Any certificates, licenses, etc. required for the position
None

 

#LI-RM1

 

Primary Location: Louisiana- Louisiana : Jefferson || Louisiana : New Orleans 
Job Function: Professional
FLSA Status: Professional
Relocation Option: Level I
Union description/code: NON BARGAINING UNIT-NBU
Number of Openings: 1
Req ID: 109765
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, 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, 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.

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.


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