Manager, Customer Service Support
Entergy Corporation, Beaumont, TX, United States
Job Duties/Responsibilities
Responsible for developing, maintaining, and growing operational relationships with state regulatory officials and key staff members. Oversee the resolution of all customer complaints received through multiple channels when not resolved in the Customer Service Center. Provide 24‑hour point of contact for Jurisdictional Lead Team members for resolution of direct contact customer issues during/after hours. Manage a staff of employees responsible for SOX compliance, customer service system data integrity, and professional support of peers in customer service systems and issues.
Develop and maintain professional operational relationships with state regulatory officials and their staff for responding to inquiries regarding customer service and complaints about service.
Develop and maintain professional working relationships with peers inside the organization to facilitate efficient and effective resolution of customer inquiries, issues, and concerns.
Ensure that customer service processes, systems, policies, and actions are compliant with jurisdictionally specific regulatory rules and regulations.
Serve as single point of contact for corporate executives and jurisdictional lead team members for resolving direct contact customer and key constituent inquiries, issues, and concerns.
Act as jurisdictional gateway for system support organizations in approving and communicating system modifications and major issue recovery processes.
Oversee a staff responsible for the investigation and resolution of all customer complaints received through multiple channels which are not resolved within the Customer Service Center. Staff responsible for annual rate reviews for Texas.
Minimum Requirements
Minimum education required of the position:
Bachelor's degree in Accounting, Business, Engineering or equivalent work experience.
Minimum experience required of the position:
7+ years of experience in customer service functions and customer issue resolution involving use and understanding of Entergy's customer service and/or distribution operations systems.
Minimum knowledge, skills, and abilities required of the position:
Incumbent must be knowledgeable of all regulatory rules, policies and requirements affecting customer service within the jurisdiction. Must be skilled in negotiation. Must be knowledgeable of all jurisdictional rate schedules, service policies, and service standards. Must be knowledgeable of all customer products, services, and programs pertinent to the jurisdiction. Must possess strong influence without authority to affect decisions and outcomes. Must be able to develop strong relationships with peers and superiors within the organization in order to effectively and efficiently identify, facilitate, and direct resolution of customer service issues.
Any certificates, licenses, etc., required for the position:
None.
Primary Location
Texas – The Woodlands (also available in Beaumont).
Job Function:
Professional
FLSA Status:
Professional
Relocation Option:
Level I
Travel Percentage:
Up to 25%
Equity, Diversity, and Inclusion
An Equal Opportunity Employer, Minority/Female/Disability/Veterans. 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 a third party on his or her behalf. If you are an individual with a disability and you require an accommodation for the recruiting process, please fill out the application form 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.
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.
Authorisation to Work
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.
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Responsible for developing, maintaining, and growing operational relationships with state regulatory officials and key staff members. Oversee the resolution of all customer complaints received through multiple channels when not resolved in the Customer Service Center. Provide 24‑hour point of contact for Jurisdictional Lead Team members for resolution of direct contact customer issues during/after hours. Manage a staff of employees responsible for SOX compliance, customer service system data integrity, and professional support of peers in customer service systems and issues.
Develop and maintain professional operational relationships with state regulatory officials and their staff for responding to inquiries regarding customer service and complaints about service.
Develop and maintain professional working relationships with peers inside the organization to facilitate efficient and effective resolution of customer inquiries, issues, and concerns.
Ensure that customer service processes, systems, policies, and actions are compliant with jurisdictionally specific regulatory rules and regulations.
Serve as single point of contact for corporate executives and jurisdictional lead team members for resolving direct contact customer and key constituent inquiries, issues, and concerns.
Act as jurisdictional gateway for system support organizations in approving and communicating system modifications and major issue recovery processes.
Oversee a staff responsible for the investigation and resolution of all customer complaints received through multiple channels which are not resolved within the Customer Service Center. Staff responsible for annual rate reviews for Texas.
Minimum Requirements
Minimum education required of the position:
Bachelor's degree in Accounting, Business, Engineering or equivalent work experience.
Minimum experience required of the position:
7+ years of experience in customer service functions and customer issue resolution involving use and understanding of Entergy's customer service and/or distribution operations systems.
Minimum knowledge, skills, and abilities required of the position:
Incumbent must be knowledgeable of all regulatory rules, policies and requirements affecting customer service within the jurisdiction. Must be skilled in negotiation. Must be knowledgeable of all jurisdictional rate schedules, service policies, and service standards. Must be knowledgeable of all customer products, services, and programs pertinent to the jurisdiction. Must possess strong influence without authority to affect decisions and outcomes. Must be able to develop strong relationships with peers and superiors within the organization in order to effectively and efficiently identify, facilitate, and direct resolution of customer service issues.
Any certificates, licenses, etc., required for the position:
None.
Primary Location
Texas – The Woodlands (also available in Beaumont).
Job Function:
Professional
FLSA Status:
Professional
Relocation Option:
Level I
Travel Percentage:
Up to 25%
Equity, Diversity, and Inclusion
An Equal Opportunity Employer, Minority/Female/Disability/Veterans. 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 a third party on his or her behalf. If you are an individual with a disability and you require an accommodation for the recruiting process, please fill out the application form 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.
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.
Authorisation to Work
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.
#J-18808-Ljbffr