Customer Service Manager IDate: Apr 10, 2024Location: Conroe, Texas, United StatesCompany: EntergyPosting End Date: 04/24/2024Work Place Flexibility: HybridLegal Entity: Entergy Texas, Inc.-GTXThis position will be filled in Conroe, TX.Job Summary PurposeResponsible for managing portfolio of assigned commercial accounts and maintaining relationships with governmental officials & key constituents; overall responsibility for improving customer service in geographic service territory that includes troubleshooting, recognizing opportunities and creating winning solutions to both customer and company.Job Duties and Responsibilities
Responsible for developing and implementing account plans for Entergy's managed portfolio of identified critical Large Commercial and Small Industrial customers and large metro Governmental accounts, including rate analysis.
Resolve managed portfolio of customer issues/concerns relative to sales and service reliability
Negotiate and coordinate service and contract activities associated with new and expanding critical commercial & small industrial customers
Coordinate managed account customer service activities associated with Billing, Engineering, Construction, Power Quality, and interact with the Entergy Business Center.
Develop and maintain targeted relationships with political and key community constituents, influential civic associations and small business leaders in large metropolitan municipal markets in the region.
Manage Municipal franchises within the region including community development, local area economic dev. & strategic marketing plans.
Resolve escalated customer issues from regulators, executive complaints, phone 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 (Operating Company Communications Manager responsible for maintaining relationships with key media reps). Interact with Business & Economic Development group on municipal & co-op investment opportunities.
Minimum education and experience required of the positionBachelor’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.Minimum Knowledge Skills and Abilities
Excellent communication and presentation skills, with media & public speaking experience; Self-starter, change agent 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 technical understanding of operations, service requirements, regulatory regulations, company policies; Requires after hours & weekend availability during normal operations and extended support during storm events.
#LI-SB1#LI-HYBRIDPrimary Location: Texas-Conroe Texas : ConroeJob Function : ProfessionalFLSA Status : ProfessionalRelocation Option: Level IIUnion description/code : NON BARGAINING UNITNumber of Openings : 1Req ID: 114412Travel Percentage :Up to 25%An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please clickhere (https://jobs.entergy.com/content/EEO/?locale=enUS) to view the EEI 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 ([email protected]?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.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 (https://www.dol.gov/agencies/ofccp/manual/fccm/2l-equal-opportunity-clauses-and-other-requirements/2l00-equal-opportunity) and Pay Transparency (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp%20EnglishformattedESQA508c.pdf) .Pay Transparency Notice:Pay Transparency Nondiscrimination Provision (dol.gov) (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.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 [email protected] 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.Job Segment: PR, Service Manager, Marketing Manager, Project Manager, Marketing, Customer Service, Technology