Customer Service Manager I-II

Entergy Corporation; Stuttgart (AR); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Entergy Arkansas, LLC in Stuttgart, AR is hiring a Customer Service Manager I-II to manage relationships with business and government customers, address issues, and drive customer satisfaction. This hybrid role covers a portfolio serving industrial clients in Stuttgart and surrounding areas, including Pine Bluff.

The position requires a relevant degree or substantial experience in customer service, engineering, or operations, with leadership responsibilities and after-hours availability during

Qualifications

• Excellent relationship building, communication, and presentation skills.
• Media/public speaking experience preferred.
• Self-starter with strong project management ability.
• Strong understanding of operations and regulatory requirements.

Responsibilities

• Actively manage site visits with assigned customers and build relationships.
• Provide technical advice on energy issues (rates, energy management, power quality).
• Promote and sell Entergy products/services to support growth goals.
• Develop relationships with political/community leaders in the region.
• Manage municipal franchises and community development plans.
• Resolve escalated customer issues with relevant groups.
• Oversee media communications and public facing messaging in the region.
• Coordinate external storm communications and emergency response.
• Lead coordination between operations and engineering for seamless service.
• Drive strategic outreach and customer satisfaction across the portfolio.

Skills

Relationship building

Public speaking

Communication

Presentation

Project management

Organizational agility

Operations knowledge

Regulatory awareness

Education

Bachelor's degree or equivalent experience

Engineering/technical degree preferred

Job description

Location: Stuttgart, Arkansas, United States

Company: Entergy

Work Place Flexibility: Hybrid

Legal Entity: Entergy Arkansas, LLC

This position will be filled as a Customer Service Manager I-II depending on relevant experience.

JOB SUMMARY/PURPOSE

Responsible for establishing, maintaining, and fostering relationships with all customers within the assigned territory including local governmental and community stakeholders, business customers, and C&I Middle Market customers. Responsibilities include owning the customer experience, resolving issues and complaints, driving up customer satisfaction, and identifying growth opportunities. The network for this position is in Stuttgart, AR and serves industrial customers in the surrounding area that may include Pine Bluff.

JOB DUTIES/RESPONSIBILITIES

• Actively manage and perform regular site visits with a portfolio of assigned managed account customers and build relationships with key contacts.
• Provide technical advice and information to customers on energy related issues (rates, energy management, power quality, power reliability, electro technologies, etc.).
• Promote and sell products and services to support Entergy’s growth goals and to meet customer sustainability objectives.
• Develop and maintain targeted relationships with political and key community constituents, influential civic associations, and small business leaders in the region.
• Manage municipal franchises within the assigned region including community development, local area economic development & strategic marketing plans.
• Resolve escalated customer issues from the Arkansas Public Service Commission, executive complaints, phone center, media, etc. working with customer service support group.
• Responsible for media response, communications, and other public facing communications within the assigned region.
• Responsible for external facing storm communications and emergency response.
• Provide leadership and coordination between operations and engineering departments to provide seamless service to customers and external constituents.
• 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.

MINIMUM REQUIREMENTS

Minimum education required of the position

Requires a college or university degree in related field or the equivalent technical work experience. Engineering or technical degree preferred.

Minimum 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 required of the position

Excellent relationship building, communication, and presentation skills, with media & public speaking experience; 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 regulations, 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

An Equal Opportunity Employer, Minority/Female/Disability/Vets.

Primary Location: Arkansas - StuttgartArkansas : Stuttgart || Arkansas : Forrest City || Arkansas : Helena
Job Function: Corporate
FLSA Status: Professional
Relocation Option: No Relocation Offered
Union description/code: NON BARGAINING UNIT-NBU
Number of Openings: 1
Travel Percentage: Up to 25%

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 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.

Entergy Pay Transparency Policy Statement:

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 andPay Transparency .

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.

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.

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, 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, 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.