Customer Service Manager (I or II)

Full job description

Posting End Date:

Work Place Flexibility: Hybrid

Legal Entity: Entergy Louisiana, LLC

JOB SUMMARY/PURPOSE
Responsible for establishing, maintaining, and managing relationships with present and future C&I Middle Market customers. Manage complaint/issue resolution and overall responsibility for improving customer service in the region, support strategies to enable Entergy to meet customer expectations and achieve specific revenue targets. The portfolio of managed accounts is located within the ELL West region (Lafayette to Lake Charles, La).

JOB DUTIES/RESPONSIBILITIES

CSM 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/new products and 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, engineering, billing, rate administration to provide seamless service to customers and external constituents.
• Excellent communication and presentation skills.
• Responsible for maintaining relations with 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 new company location opportunities.
• Requires after hours & weekend availability during normal operations and extended support during storm events.
• Manages portfolio of Commercial and Industrial Middle Market customers within a region, identifies business retention opportunities, facilitates and executes signed electric service agreements.
• Deliver premier account management to Middle Market key account customers with other Customer Service Managers and Specialist across Entergy Louisiana.
• Thorough engagement with assigned managed accounts, identify, and pursue revenue growth and sustainability opportunities. Collaborate with internal stakeholders to achieve established revenue and sustainability targets.
• Responsible for building and maintaining strong external relationships with new and existing customers and decision makers.
• Technical knowledge, i.e., computer hardware/software, database, CRM systems. Proficient in computer operations and applications such as: Word, Excel, PowerPoint, Outlook, Google Earth, Internet, Adobe products, Webinar’s.

CSM Il

• 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 C&I Middle Market 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.
• Thorough 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.