Customer Service Manager II

Job Title:Customer Service Manager II

Work Place Flexibility: Hybrid

Legal Entity:Entergy Arkansas LLC

JOB SUMMARY/PURPOSE

Responsible for establishing maintaining and fostering relationships with all customers within the assigned territory including local governmental and community stakeholders business customers and C&I Middle Market customers. Responsibilities include owning the customer experience resolving issues and complaints driving up customer satisfaction and identifying growth opportunities. The portfolio of managed accounts for this position is in Little Rock and the surrounding area and includes major industrial customers located in the Little Rock Port.

JOB DUTIES/RESPONSIBILITIES

• Actively manage and perform regular site visits with a portfolio of assigned managed account customers and build relationships with key contacts.
• Provide technical advice and information to customers on energy related issues (rates energy management power quality power reliability electro technologies etc.).
• Promote and sell products and services to support Entergys growth goals and to meet customer sustainability objectives.
• Develop and maintain targeted relationships with political and key community constituents influential civic associations and small business leaders in the region.
• Manage municipal franchises within the assigned region including community development local area economic development & strategic marketing plans.
• Resolve escalated customer issues from the Arkansas Public Service Commission executive complaints phone center media etc. working with customer service support group.
• Responsible for media response communications and other public facing communications within the assigned region.
• Responsible for external facing storm communications and emergency response.
• Provide leadership and coordination between operations and engineering departments to provide seamless service to customers and external constituents.
• Develop and maintain targeted relationships with political and key community stakeholders influential civic associations and business leaders in the region.

MINIMUM REQUIREMENTS

Minimum education required of the position

Requires a college or university degree in related field or the equivalent technical work experience. Engineering or technical degree preferred.

Minimum experience required of the position

CSM II - Bachelors 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 relationship building 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 regulations 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

#LIMS

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 you are an individual with a disability and you are in need of an accommodation for the recruiting process please clickhereand 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 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.