Job Title: Customer Service Manager
Work Place Flexibility: Hybrid
Legal Entity: Entergy Louisiana, LLC
This position may be filled as Customer Service Manager (CSM) I or Il depending on the identified candidates' qualifications.
The position will be domiciled in either Baton Rouge, Denham Springs, Gonzales, Port Allen, or Zachary.
JOB SUMMARY/PURPOSE
The Customer Service Manager (CSM) is responsible for establishing, maintaining, and managing relationships with a diverse group of stakeholders, customer segments, and community partners. This includes close collaboration with parish and municipal government officials, residential, commercial, and small industrial customers, internal business units, and external partners. The role drives improvements in customer service, ensures effective resolution of escalated inquiries, and supports strategies that enhance Entergy's customer experience, growth, and overall business goals.
JOB DUTIES/RESPONSIBILITIES
Stakeholder & Community Relations
Establish, maintain, and manage relationships with a diverse group of stakeholders, customers segments, and community partners, including local government officials, key decision-makers, and community stakeholders.
Serve as the primary liaison between Entergy and internal business units including operations, engineering, billing, rate administration, economic development, regulatory, public affairs, and other enterprise functions.
Support and execute customer outreach strategies that build trust, improve satisfaction, and align with Entergy's business goals and initiatives.
Partner with Public Affairs and Corporate Social Responsibility teams to support contributions and community engagement activities.
Monitor and facilitate franchise agreement renewals and negotiations.
Work collaboratively with regulatory and public affairs teams to support stakeholder engagement activitiesto ensuresuccessful achievement of key filings and business objectives.
Customer Service & Account Management
Resolve escalated customer issues and drive them to resolution while enhancing the overall customer experience.
Deliver premier account management to assigned portfolio and key accounts.
Gain and maintain knowledge of Entergy's value-added services, identify opportunities for growth, and coordinate referrals to appropriate teams.
Review, draft, and negotiate electrical service agreements (ESAs), including maintaining an understanding of Entergy's rates, riders, and contract (service) terms.
Operational & Strategic Support
Provide external-facing support during storm and emergency response with the region and as assigned elsewhere.
Build familiarity with internal business functions, personnel, and responsibilities to ensure seamless coordination.
Stay abreast of political and regulatory policies and changes that may affect Entergy's operations and policies.
Collaborate with leadership, including Regional Customer Service Managers and Vice Presidents, to identify and address service and policy issues.
Identify and pursue growth and sustainability opportunities in collaboration with internal stakeholders.
Develop an understanding of the region's electrical infrastructure, including distribution, transmission, and generation facilities.
Collaborate with Operations on reliability issues impactingcustomer servicearea.
Perform routine tasks designed to develop and enhance customer service experience across the operating company and enterprise.
Mentor junior CSMs on project management, rates, contract execution, goal setting, and other related functions.
QUALIFICATIONS
Education
CSM I -Bachelor's degreeand minimum 1+ years of experience in customer service, engineering, or operationsOR 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.
Knowledge, Skills, and Abilities
Ability to create and maintain relationships.
Excellent written and verbal communication skills, including public speaking.
Strong organizational agility and ability to manage multiple priorities.
Effective project management and problem-solving skills; self-starter.
Strong understanding of operations, service requirements, regulatory rules, and company policies.
Proficiency in Microsoft 365, Salesforce, SAP (CCS), Google Earth, Adobe, and related applications.
Ability to work effectively with cross-functional teams and external stakeholders.
Flexibility to work after-hours and weekends during normal operations, with extended availability during storm and emergency events.
Certificates/Licenses : None required
LI-CC1
Primary Location: Louisiana-Baton Rouge Louisiana : Baton Rouge || Louisiana : Denham Springs || Louisiana : Gonzales || Louisiana : Port Allen || Louisiana : Zachary
Job Function : Professional
FLSA Status :
Relocation Option: No Relocation Offered
Union description/code :
Number of Openings : 1
Req ID: 121063
Travel Percentage :Up to 25%
An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please clickhere (https://jobs.entergy.com/content/EEO/?locale=en_US) 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 behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here (humanr@entergy.com?subject=Accessibility) 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.
Know Your Rights: Workplace Discrimination is Illegal (https://www.eeoc.gov/sites/default/files/2023-06/22-088\EEOC\KnowYourRights6.12ScreenRdr.pdf)
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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