Manager, Region Customer Service

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

Job summary

Entergy in Arkansas is seeking a Manager, Region Customer Service to lead customer engagement strategies and maintain relationships with current and future customers. You will oversee cross-functional teams and champion improvements in service delivery, pricing, and communications.

The role requires strong communication skills, a deep understanding of energy contexts, and experience with utility operations. Hybrid work arrangement is offered with travel up to 25%.

Qualifications

• Bachelor's degree or equivalent work experience.
• Minimum 6 years in a customer-facing organization for a major utility.
• Excellent interpersonal and communication skills.
• Knowledge of rates, regulatory requirements, T&D systems, and commercial and industrial processes.
• 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 (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.

Skills

Customer outreach

Stakeholder comms

NPS improvement

Leadership

Strategic planning

Energy industry knowledge

Education

Bachelor's degree or equivalent

Master's degree preferred

Job description

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Company: Entergy

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 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


• Knowledge of commercial and industrial processes preferred.

Any certificates, licenses, etc. required for the position

None

Primary Location: Arkansas - Little RockArkansas : Little Rock
Job Function: Corporate
FLSA Status: Mid Mgr
Relocation Option:
Union description/code:
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.

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.

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.

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 [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.