Manager, Region Customer Service

Entergy; Little Rock (AR); Hybrid; USD 90,000 - 130,000; Full time

Job summary

Entergy Arkansas, LLC is seeking a Manager, Region Customer Service to lead and optimize customer engagement across the region. You will drive strategies to meet and surpass customer expectations, mentor key account teams, and partner with cross-functional groups to enhance service delivery.

This hybrid role demands strong leadership, deep knowledge of energy markets, and the ability to align operations with financial targets while delivering measurable improvements in customer satisfaction.

Qualifications

• Knowledge of rates, regulatory requirements, T&D systems and commercial/industrial processes.
• Excellent interpersonal and communication skills.
• Ability to communicate effectively and persuasively with internal and external stakeholders.
• Strong business acumen in finance, operations, technology and strategic alignment.

Responsibilities

• Develop and execute strategies for effective customer outreach; improve customer satisfaction and perception; promote innovation in the delivery of service and products; and support the overall business plan.
• Provide technical and sales leadership for Key Account Managers to support Premier Customer Engagement strategies.
• Lead development and implementation of strategies to increase Net Promoter Score and grow AGM, working with cross-functional teams.
• Provide technical advice and leadership to Key Account Managers on energy-related issues (rates, energy management, etc.) and industrial processes.
• Lead the development, training, and consultative marketing and selling of products and services by Key Account Managers.
• Attend site visits and meetings with managed accounts as needed to support Key Account Managers.
• Participate on cross-functional teams such as journey teams, grid modernization efforts and analytical reporting packages.
• Partner with Communications to develop advertising and press materials; serve as company spokesperson on customer service topics.
• Manage organization responsible for grass roots community engagement; participate in local boards and economic development.

Skills

Customer leadership

Stakeholder communication

Regulatory knowledge

Financial acumen

Management experience

Education

Bachelor’s degree in Business/Engineering/Communications

Master’s Degree preferred

Job description

PS Job Title:

Mgr, Region Customer Service

Work Place Flexibility:

Hybrid

Legal Entity:

Entergy Arkansas, LLC

Job Summary/Purpose

Manage the organization responsible for establishing and maintaining relationships with present and future customers. Manage and support strategies to enable Entergy to meet and exceed customer expectations.

Job Duties/Responsibilities

• Develop and execute strategies for effective customer outreach; improve customer satisfaction and perception; promote innovation in the delivery of service and products; and support the overall business plan.
• Provide technical and sales leadership for Key Account Managers (CSMs, IAEs, and National Account Reps) to support our Premier Customer Engagement strategies.
• Lead development and implementation of strategies that increase Net Promoter Score and grow AGM, working in conjunction with all business units that impact customers.
• Provide technical advice and leadership to Key Account Managers on energy related issues (rates, energy management, etc.) and commercial and industrial processes.
• Provide leadership to Key Account Managers in the development, training, and consultive marketing and selling of products and services.
• Attend site visits and meetings with managed accounts as needed in support of Key Account Managers.
• Active participation on cross-functional teams such as journey teams, grid modernization efforts and development of analytical analysis and reporting packages.
• Partner with Communications as they develop advertising, news releases and positive editorials. Provide input to and approve press releases and talk points. Serve as company spokesperson on customer service-related topics.
• Manage organization that is responsible for building grass roots support in the community. Serve on critical boards and ensure employees are active in local business, industry, and non-profit organizations.
• Lead the development and maintenance of positive relationships with county and municipal officials, local economic development organizations, and key non-profit organizations.
• Key member of Storm Response Team coordinating all Customer-related messaging.
• Oversee Corporate Contributions budget. Partner with Public Affairs to develop and support corporate contributions strategy and ensure the community is aware of Entergy’s corporate contributions.
• Supports credit and collections deposits; medical codes; and local government billing.

Minimum Requirements

Minimum education required of the position

Bachelor’s degree in Business, Engineering, Communications, Public/Community Affairs, related degree preferred or equivalent work experience.

Master’s Degree preferred.

Minimum Experience Required Of The Position

6 years of experience working in a customer-facing organization for a major Utility or management experience in some combination of customer service and utility functions

Minimum Knowledge, Skills, And Abilities Required Of The Position

• Knowledge of rates, regulatory requirements, T&D systems, and commercial and industrial processes
• Excellent interpersonal and communication skills
• Ability to communicate effectively and persuasively both to internal and external stakeholders
• Strong business acumen in finance, operations, technology, and strategic alignment
• Management experience preferred.
• Knowledge of commercial and industrial processes preferred.

Any Certificates, Licenses, Etc. Required For The Position

None

Primary Location:

Arkansas - Little Rock Arkansas : Little Rock

Job Function

Corporate

FLSA Status

Mid Mgr

Number of Openings

1

Req ID

125273

PS Job Title

Mgr, Region Customer Service

Travel Percentage

Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO page, or see statements below.

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.

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.