Customer Service Manager I or II 118744
Customer Service Manager I or II 118744
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1 Vacancy
Job Description
Work Place Flexibility: Hybrid
Legal Entity:Entergy Louisiana LLC
***This position may be filled as Customer Service Manager I or Il depending on the identified candidates qualifications. ***
JOB SUMMARY/PURPOSE
Responsible for establishing maintaining and managing relationships with present and future C&I Middle Market customers. Managecomplaint/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 customers are located within the ELL Eastregion (Baton Rouge La).
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
- Selfstarter 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 Entergys valueadded 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.
- 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.
- 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 Webinars.
Customer Service Manager 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 Centersetc.
- 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.
- 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.
- Preferred: Degree
Minimum experience required of the position
- CSM I bachelors 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.
- CSM Il 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 communication and presentation skills with media & public speaking experience
- Selfstarter 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 regs 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
#LILB1
Primary Location: LouisianaBaton RougeLouisiana : Baton Rouge
Job Function: Professional
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NonBargaining
Number of Openings: 1
Req ID: 118744
Travel Percentage:25 to 50
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 nondiscrimination 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.
The nonconfidential 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.
Required Experience:
Manager
Employment Type
Full-Time
