Manager, Customer Service (I or II)

Posting End Date: 12/28/2023 

Work Place Flexibility: Onsite 

Legal Entity: Entergy New Orleans, LLC 

 

 

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

 

JOB SUMMARY/PURPOSE
Responsible for maintaining relationships with local governmental, mid- market commercial customers and community constituents, managing local media, complaint/issue resolution and overall responsibility for improving customer service in the region.

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, 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 and engineering to provide seamless service to customers and external constituents.
• Excellent communication and presentation skills, with media & public speaking experience.
• Responsible for maintaining relations with local governmental, 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.
• Interact with Bus & ED group on site selection opportunities.
• Requires after hours & weekend availability during normal operations and extended support during storm events.
• Manages Municipal franchises within region including community development, local area economic development and strategic marketing plans.
• Through engagement with assigned managed accounts, identify, and pursue revenue growth and sustainability opportunities.  Collaborate with internal stakeholders to achieve established revenue and sustainability targets.

 

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 utilize 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 Region Manager and Vice President and may interact with leadership throughout the organization to identify issues that warrant future projects.
• Mentors junior Customer Service Manager in project management, goal setting and other related areas.
• Stays abreast of regulatory or political changes that may impact Entergy policy decision making.
• Manages Municipal franchises within region including community development, local area economic development and strategic marketing plans.
• 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

• Customer Service Manager 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.
• Customer Service Manager II - 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 an