Customer Service Manager

Customer Service Manager I-II

The Customer Service Manager (CSM) serves as a key representative and executive liaison for Entergy within their designated territory. This role is responsible for building and managing strategic relationships with a portfolio of key commercial, industrial, governmental customer and community stakeholders. CSMs are responsible for strategic outreach, managing a portfolio of managed accounts, community development, promoting company products and services, managing local media, issue resolution, and driving exceptional customer satisfaction. The CSM will work proactively to meet customer needs, support company initiatives, and maintain a focus on continuous improvement in reliability, affordability and safety.

Key responsibilities include :

• Customer and Account Management : Build strong relationships with assigned key accounts and conduct proactive customer engagements (including in-person STAR presentations, billing issue resolution, arrears management and service reliability concerns); manage issues related to service expansions, outages, energy efficiency, and renewables; negotiate and coordinate service and contract activities associated with new and existing commercial & industrial customers; and resolve escalated customer issues from the OpCo regulatory agency, executive inquiries, Customer Contact Center, media, etc. Maintain up-to-date account and interaction records in Salesforce.
• Operational and Reliability Improvement : Collaborate with internal teams to meet customer satisfaction targets and develop action plans based on customer feedback and reliability data.
• Sales and Product Promotion : Educate customers on products and services. Identify and refer sales leads, and work to secure agreements (MOUs / LOIs) for new product adoption.
• Community and Public Relations : Engage regularly with community leaders, media, and elected officials to communicate company initiatives. Manage local contributions and represent the company in at least one community organization.
• Safety and Professional Growth : Adhere to all safety protocols, participate in quarterly safety meetings, and contribute to continuous safety improvement. Pursue a personalized learning plan and participate in all required training.

Minimum education required of the position is a Bachelor's degree in Business, Management, Accounting, Engineering or equivalent (degree preferred). Minimum experience required of the position is 5+ years experience in customer service, engineering, or operations.

Minimum knowledge, skills and abilities required of the position include : 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.

Skills include : excellent communication, presentation, and public speaking skills; strong project management ability and problem-solving skills; proficient with Microsoft Office, Salesforce, and other utility-specific applications; strong understanding of utility operations, service requirements, and regulatory policies; ability to work both independently and collaboratively within a team environment; exceptional organizational agility and self-starter mindset.

This position requires flexibility for after-hours and weekend availability during normal operations and extended support during storm events. Some travel, up to 25%, may be required.