Customer Service Manager

Entergy; Waco (TX); Hybrid; USD 65,000 - 85,000; Full time

Job summary

A leading energy company is seeking a Customer Service Manager to oversee commercial accounts and enhance customer service within Texas. The role involves engaging with community leaders, resolving customer issues, and collaborating across departments to improve service reliability. Candidates should possess strong communication skills and a Bachelor's degree, with flexible work hours as needed.

Qualifications

• 1+ years in customer service, engineering, or operations required for CSM I.
• 3+ years in relevant fields required for CSM II.
• Strong technical background in operations and regulations.

Responsibilities

• Manage commercial accounts and foster relationships with officials.
• Develop account plans for key commercial customers.
• Handle escalated customer issues and public communications.

Skills

Communication

Project Management

Technical Understanding

Education

Bachelor’s degree

Job description

Join to apply for the Customer Service Manager role at Entergy.

This position may be filled as Customer Service Manager I or II depending on the candidates' qualifications.

Posting End Date: 06/10/2025

Workplace Flexibility: Hybrid

Legal Entity: Entergy Texas, Inc.-GTX

Job Summary and Purpose

Responsible for managing a portfolio of commercial accounts and maintaining relationships with governmental officials and key constituents. Overall responsibility for improving customer service in the geographic service territory by troubleshooting, recognizing opportunities, and creating solutions for both customers and the company.

Job Duties and Responsibilities

• Develop and implement account plans for critical Large Commercial, Small Industrial, and large metro Governmental customers, including rate analysis.
• Resolve customer issues related to sales and service reliability.
• Negotiate and coordinate service and contract activities for new and expanding customers.
• Coordinate customer service activities across Billing, Engineering, Construction, Power Quality, and interact with the Business Center.
• Develop relationships with political and community leaders, civic associations, and small business leaders in metropolitan markets.
• Manage municipal franchises, including community development and economic strategies.
• Handle escalated customer issues from regulators, media, and other channels.
• Manage media responses and public communications within the region.
• Support local media relations and collaborate with the Economic Development group on investment opportunities.

Minimum Education and Experience

CSM I: Bachelor’s degree plus 1+ years in customer service, engineering, or operations, or 5+ years of relevant experience without a degree.

CSM II: Bachelor’s degree plus 3+ years in relevant fields, or 7+ years of experience without a degree.

Knowledge, Skills, and Abilities

• Excellent communication, presentation, and public speaking skills.
• Self-starter with project management skills and organizational agility.
• Strong technical understanding of operations, regulations, and policies.
• Availability for after-hours and weekend work, especially during storm events.

Additional Details

Location: Texas - New Caney, Dayton, The Woodlands

Employment Type: Full-time

Seniority Level: Mid-Senior level

Union Status: Non-bargaining unit

Travel: Up to 25%

This position is active and accepting applications. Entergy is an equal opportunity employer and provides accommodations for applicants with disabilities. Additional policies on pay transparency and working conditions are included.