Customer Service Manager II Job at Entergy
Posting End Date:
Work Place Flexibility: Onsite
Legal Entity: Entergy Mississippi, LLC
This is an ONSITE position that will be filled in Jackson, MS
JOB SUMMARY/PURPOSE
Responsible for managing a portfolio of assigned commercial/industrial accounts and maintaining relations with governmental officials, business and key community constituents, managing local media, complaint/issue resolution; overall responsibility for improving customer service in geographic service territory. Perform account management duties for key commercial, governmental, and industrial customers to include promoting and selling products and services and growing electrification efforts to meet customer sustainability objectives.
Responsible for managing a portfolio of assigned commercial/industrial accounts and maintaining relations with governmental officials, business and key community constituents, managing local media, complaint/issue resolution; overall responsibility for improving customer service in geographic service territory. Perform account management duties for key commercial, governmental, and industrial customers to include promoting and selling products and services and growing electrification efforts to meet customer sustainability objectives.
JOB DUTIES/RESPONSIBILITIES
- 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 region including community development, local area economic development & strategic marketing plans. Resolve escalated customer issues from the Mississippi Public Service Commission, Executive Complaints, Customer Contact Center, media, etc. while also working with Customer Service Support. Responsible for some media response, communications and other public-facing communications within the region. Support local media relations (Entergy Mississippi, LLC’s Communications Manager responsible for maintaining relationships with key media reps).
- Responsible for managing a portfolio of assigned accounts and other accounts as needed; serving as the primary point of contact, performing annual reviews to monitor and assess quality of service and account billing, customer rate class, overall customer satisfaction, and promoting products and services in alignment with customer’s needs, Entergy’s electrification goals, and to meet customer sustainability objectives.
- Resolve customer issues/concerns by providing leadership and coordination between internal departments (i.e. operations, engineering, asset management and the Entergy Business Center to provide seamless service to customers and external constituents).
- Partner with Business & Economic Development on site selection and/or expansion opportunities. Negotiate and coordinate service and contract activities associated with new and expanding commercial & industrial customers.
- Develop and maintain targeted relationships with political and key community constituents, influential civic associations and business leaders in municipal markets in the region.
- Manage Municipal franchises within the region including community development, local area economic development & strategic marketing plans.
- Resolve escalated customer issues from the Mississippi Public Service Commission, Executive Complaints, Contact Center, Media, etc. working with Customer Service Support group.
- Responsible for media response, communications and other public facing communications within the region. Support local media relations (Entergy Mississippi, LLC’s Communications Manager responsible for maintaining relationships with key media reps).
- Responsible for external facing storm and emergency response including mobile Customer Information Centers and peer network support as needed.
MINIMUM REQUIREMENTS
- 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.
- Preferred: 5+ years of professional experience working in a closely related role, within a customer service environment.
- Experience with Entergy specific protocols, policies, and technologies is highly preferred.
- Previous key account management experience within a customer service environment preferred.
Minimum knowledge, skills and abilities required of the position
- Required: 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.
- Preferred skills: Excellent communication and presentation skills, with media & public speaking experience; Self-starter, with strong project management ability;
- Any certificates, licenses, etc. required for the position: None
#LI-RM1
Primary Location: Mississippi-Jackson Mississippi : Jackson
Job Function: Professional
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT-NBU
Number of Openings: 1
Req ID: 110125
Travel Percentage:Up to 25%
Job Function: Professional
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT-NBU
Number of Openings: 1
Req ID: 110125
Travel Percentage:Up to 25%
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, 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.
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.
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.
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