Customer Service Manager II

Entergy; Little Rock (AR); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Entergy Arkansas, LLC is seeking a Customer Service Manager II to lead relationships with local governmental and community stakeholders, business customers, and major industrial accounts in Little Rock, Sheridan, Pine Bluff, and nearby areas. You will own the customer experience, resolve issues, and identify growth opportunities.

The role requires strong communication, project management, and strategic planning to support Entergy’s growth goals and regional service reliability.

Qualifications

• Bachelor’s degree and 3+ years in customer service, engineering, or operations OR 7+ years experience without degree.
• Excellent relationship building, communication, and presentation skills; media & public speaking experience.
• Willingness to work after hours and weekends during storms or emergency events.

Responsibilities

• Actively manage regular site visits with assigned managed account customers and build relationships with key contacts.
• Provide technical advice on energy-related issues (rates, energy management, power quality, reliability).
• Promote and sell products and services to support growth goals and sustainability objectives.
• Develop relationships with political and community constituents, civic associations, and small business leaders in the region.
• Manage municipal franchises within the region including community development and marketing plans.
• Resolve escalated customer issues working with the customer service team; handle media and public communications.
• Coordinate external storm communications and emergency response; ensure seamless service.
• Provide leadership between operations and engineering to serve customers and external constituents.

Skills

Relationship building

Communication

Public speaking

Project management

Organizational agility

Operations knowledge

After hours availability

Media relations

Education

Bachelor’s degree or higher

Engineering or technical degree preferred

Job description

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 portfolio of managed accounts for this position is in Little Rock, Sheridan, Pine Bluff and the surrounding area and includes major industrial customers located in the Little Rock Port.

Job Title

Customer Service Manager II

Work Place Flexibility

Hybrid

Legal Entity

Entergy Arkansas, LLC

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.
• Develop and maintain targeted relationships with political and key community stakeholders, influential civic associations, and business leaders in the region.

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 degre e preferred.

Minimum Experience Required Of The Position

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.

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

Primary Location

Arkansas - Little Rock Arkansas : Little Rock || Arkansas : Pine Bluff || Arkansas : Sheridan

Job Function

Corporate

FLSA Status

Exempt Ind

Number of Openings

1

Req ID

124800

Travel Percentage

Up to 25%

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

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. 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.

Know Your Rights: Workplace Discrimination is Illegal

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 [e-mail] 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.