**Job Title:** Customer Service Manager **Work Place Flexibility:** Onsite **Legal Entity:** Entergy New Orleans, LLC **This position may be filled as Customer Service Manager I or II based on the identified candidates’ experience and qualifications.** **JOB SUMMARY/PURPOSE** Responsible for maintaining relationships with local governmental, mid- market commercial customers and community constituents, complaint/issue resolution and overall responsibility for improving customer service in the region. This job will have a specific focus on creating and maintaining relationships with the local hospitality industry and the restaurant industry in particular. **JOB DUTIES/RESPONSIBILITIES** **Customer Service Manager I** + Perform routine tasks designed to develop and enhance Customer Service experience. + Understand and promote 'Premier Utility' mindset. + Responsible for customer support during storm and emergency response events. + Must be a self-starter with strong project management ability. + Must possess a strong understanding of operations, service requirements, regulatory regulations, company policies and ability to acquire knowledge of Entergy applications. + Able to understand Entergy's value-added services, ability to uncover growth opportunities and provide referrals to appropriate group to secure added value service with the customer. + Provide leadership and coordination as needed between operations and engineering to provide seamless service to customers and external constituents. + Excellent communication and presentation skills. + Responsible for maintaining relations with local governmental, business and community constituents, , complaint/issue resolution working with Customer Service Support group and overall responsibility for improving customer service in the region. + Interact with Business and Economic Development department on site selection and other business growth opportunities. + Requires after hours & weekend availability during normal operations and extended support during storm events. + Engagement with assigned managed accounts to identify and pursue revenue growth and sustainability opportunities. Collaborate with internal stakeholders to achieve established revenue and sustainability targets. **Customer Service Manager II** + Fully qualified Customer Service Manager with substantial expertise. + Strong organizational agility with the ability to delegate work and maintain focus on external role for the region. + Fully functional Customer Service Manager with advanced understanding of operations, service requirements, regulatory regulations, company policies. + Provide added value services and way to negotiate and secure services with the customer. Adept at being able to utilize internal stakeholders to complete projects. + Ability to resolve escalated customer issues and complaints from New Orleans City Council, Executive Office, Operations, Engineering, Call Centers, etc. + Fully knowledgeable and/or proficient in all Entergy applications needed to fulfill customer requirements. + Interacts with Regional Manager and Vice President of Customer Service and may interact with leadership throughout the organization to identify issues that warrant future projects. + Mentors junior Customer Service Manager in project management, goal setting and other related areas. + Stays abreast of regulatory or political changes that may impact Entergy policy decision making. + Through engagement with higher level assigned managed accounts, identify, and pursue revenue growth and sustainability opportunities. Collaborate with internal stakeholders to achieve established revenue and sustainability targets. **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** + **Customer Service Manager I:** Bachelor’s degree and minimum 1+ years of experience in customer service, engineering, and/or operations OR in lieu of degree minimum 5+ years of experience in a customer service role, marketing engineering, and/or operations is required. + **Customer Service Manager II:** Bachelor’s degree and minimum 3+ years of experience in customer service, marketing, engineering, and/or operations OR in lieu of degree minimum 7+ years of experience in a customer service role, marketing engineering, and/or operations is required. **Minimum knowledge, skills and abilities required of the position** + Excellent communication and presentation skills. + 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. + Ideal candidate would possess an understanding of operations, service requirements, regulatory regulations, company policies and have some experience in the hospitality industry. + Requires after hours & weekend availability during normal operations and extended support during storm events **Any certificates, licenses, etc. required for the position** + None \#LI-ONSITE \#LI-DH1 **Primary Location:** Louisiana-New Orleans Louisiana : New Orleans **Job Function** : Professional **FLSA Status** : Professional **Relocation Option:** No Relocation Offered **Union description/code** : **Number of Openings** : 1 **Req ID:** 117912 **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 EEI 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 (humanr@entergy.com?subject=Accessibility)** 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. **Equal Opportunity (https://www.dol.gov/agencies/ofccp/manual/fccm/2l-equal-opportunity-clauses-and-other-requirements/2l00-equal-opportunity)** 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 HRCompliance@entergy.com 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. **Please note:** Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position. **Job Segment:** Marketing Manager, Project Manager, Law, Service Manager, Marketing, Technology, Customer Service, Legal