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Entergy Customer Service Manager I or II in Lafayette, Louisiana

Customer Service Manager I or II

Date: Jul 19, 2021

Legal Entity: Entergy Louisiana, LLC

Description:

JOB SUMMARY/PURPOSE

Responsible for maintaining relations with local governmental, business and community constituents, managing local media, complaint/issue resolution and overall responsibility for improving customer service in the region.

JOB DUTIES/RESPONSIBILITIES

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 Region including community development, local area economic dev & strategic marketing plans.

Resolve escalated customer issues from LPSC, Executive Complaints, Phone Center, Media, etc. working with Customer Service Support group. Responsible for media response, communications and other public facing communications within the region. Support local media relations (OpCo Comm Manager responsible for maintaining relationships with key media reps).

Interact with Bus & ED group on site selection opportunities.

Requires managed account responsibilities within the region.

Responsible for external facing storm and emergency response.

Provide leadership and coordination between operations and engineering to provide seamless service to customers and external constituents.

MINIMUM REQUIREMENTS

Minimum education required of the position

Typically requires a college or university degree in related field or the equivalent work experience. 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 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 reg's, 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

#LI-DNP

Primary Location: Louisiana-Lafayette

Job Function :Professional

FLSA Status :Professional

Relocation Option: Level II

Union description/code :NON BARGAINING UNIT-NBU

Number of Openings :1

Req ID: 103185

Travel Percentage :Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please clickhere (https://jobs.entergy.com/content/EEO/?locale=en_US) to view the full statement.

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.

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