Job Details

Customer Service Manager

The Customer Service Manager (CSM) is responsible for establishing, maintaining, and managing relationships with a diverse group of stakeholders, customer segments, and community partners. This includes close collaboration with parish and municipal government officials, residential, commercial, and small industrial customers, internal business units, and external partners. The role drives improvements in customer service, ensures effective resolution of escalated inquiries, and supports strategies that enhance Entergy's customer experience, growth, and overall business goals.

Stakeholder & Community Relations:

• Establish, maintain, and manage relationships with a diverse group of stakeholders, customers segments, and community partners, including local government officials, key decision-makers, and community stakeholders.
• Serve as the primary liaison between Entergy and internal business units including operations, engineering, billing, rate administration, economic development, regulatory, public affairs, and other enterprise functions.
• Support and execute customer outreach strategies that build trust, improve satisfaction, and align with Entergy's business goals and initiatives.
• Partner with Public Affairs and Corporate Social Responsibility teams to support contributions and community engagement activities.
• Monitor and facilitate franchise agreement renewals and negotiations.
• Work collaboratively with regulatory and public affairs teams to support stakeholder engagement activities to ensure successful achievement of key filings and business objectives.

Customer Service & Account Management:

• Resolve escalated customer issues and drive them to resolution while enhancing the overall customer experience.
• Deliver premier account management to assigned portfolio and key accounts.
• Gain and maintain knowledge of Entergy's value-added services, identify opportunities for growth, and coordinate referrals to appropriate teams.
• Review, draft, and negotiate electrical service agreements (ESAs), including maintaining an understanding of Entergy's rates, riders, and contract (service) terms.

Operational & Strategic Support:

• Provide external-facing support during storm and emergency response with the region and as assigned elsewhere.
• Build familiarity with internal business functions, personnel, and responsibilities to ensure seamless coordination.
• Stay abreast of political and regulatory policies and changes that may affect Entergy's operations and policies.
• Collaborate with leadership, including Regional Customer Service Managers and Vice Presidents, to identify and address service and policy issues.
• Identify and pursue growth and sustainability opportunities in collaboration with internal stakeholders.
• Develop an understanding of the region's electrical infrastructure, including distribution, transmission, and generation facilities.
• Collaborate with Operations on reliability issues impacting customer service area.
• Perform routine tasks designed to develop and enhance customer service experience across the operating company and enterprise.
• Mentor junior CSMs on project management, rates, contract execution, goal setting, and other related functions.

Qualifications:

Education:

• 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 Il - 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.

Knowledge, Skills, and Abilities:

• Ability to create and maintain relationships.
• Excellent written and verbal communication skills, including public speaking.
• Strong organizational agility and ability to manage multiple priorities.
• Effective project management and problem-solving skills; self-starter.
• Strong understanding of operations, service requirements, regulatory rules, and company policies.
• Proficiency in Microsoft 365, Salesforce, SAP (CCS), Google Earth, Adobe, and related applications.
• Ability to work effectively with cross-functional teams and external stakeholders.
• Flexibility to work after-hours and weekends during normal operations, with extended availability during storm and emergency events.

Primary Location: Louisiana-Baton Rouge Louisiana: Baton Rouge || Louisiana: Denham Springs || Louisiana: Gonzales || Louisiana: Port Allen || Louisiana: Zachary