Customer Service Manager

Entergy; Dayton (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

A leading energy company in Texas is seeking a candidate for managing commercial accounts. The role involves improving customer service in an assigned area, negotiating services for large commercial customers, and developing relationships with community leaders. Candidates should have a bachelor's degree and relevant experience in customer service or engineering. Knowledge of both English and Spanish is preferred, and flexibility for after-hours support is required.

Qualifications

• 1+ years of experience in customer service, engineering, or operations required for CSM I.
• 3+ years of experience in customer service, engineering, or operations required for CSM II.
• 7+ years of experience in customer service, engineering, or operations in lieu of a degree.

Responsibilities

• Manage commercial accounts and relationships with governmental officials.
• Develop and implement account plans for critical Large Commercial and Small Industrial customers.
• Negotiate service and contract activities for new and expanding customers.

Skills

Excellent communication skills

Project management ability

Technical understanding of operations

Bilingual (Spanish & English)

Education

Bachelor’s degree

Job description

Job Summary Purpose

Responsible 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. Bilingual (Spanish & English) preferred but not required.

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
• Interact with Business & Economic Development group on municipal & co-op investment opportunities.

Minimum Education And Experience Required Of The Position

CSM I - Bachelor’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.

CSM II - 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.

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.

Primary Location

Texas-Dayton Texas : Dayton || Texas : Winnie

Equal Opportunity Employer

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here 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 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.

Authorization

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.