About this role
The Customer Service Manager manages a portfolio of commercial accounts and strengthens relationships with governmental officials and community constituents. The role is responsible for improving customer service across the assigned geographic service territory, including resolving escalations and leading account planning with rate analysis and contract coordination.
Key Responsibilities
- Develop and implement account plans and perform rate analysis
- Resolve managed portfolio customer issues and improve service reliability
- Negotiate and coordinate service and contract activities for new/expanding customers
- Manage municipal franchises including community development and strategic marketing plans
- Handle escalated customer issues from regulators and media and lead public-facing communications
Technical Overview
This role coordinates cross-functional execution of customer service needs across Billing, Engineering, Construction, and Power Quality, while handling escalated issues involving regulators, executive complaints, phone center, and media. It includes media response/public communications and oversight of municipal franchises with community and economic development initiatives.
Ideal Candidate
The ideal candidate is a Customer Service Manager (I or II) who can manage commercial customer portfolios and improve customer service outcomes within a regional service territory. They have experience building account plans with rate analysis, resolving escalated customer and regulator issues, coordinating across internal functions (Billing, Engineering, Construction, Power Quality), and delivering strong media/public communications with excellent presentation skills.
Must-Have Skills
Bachelor's degreeor in lieu of degree minimum 5+ years of experience in customer serviceengineeringor operations (CSM I)or in lieu of degree minimum 7+ years of experience in customer serviceengineeringor operations (CSM II)after hours & weekend availability during normal operations and extended support
Required Skills
account plansrate analysiscustomer issue resolutionservice reliability troubleshootingnegotiate and coordinate service and contract activitiesbillingengineeringconstructionpower qualitymunicipal franchisescommunity developmentlocal area economic developmentstrategic marketing plansescalated customer issuesregulatorsmedia responsepublic facing communicationslocal media relationsafter hours weekend availabilitybusiness & economic development coordination
Hard Skills
account plans developmentrate analysiscustomer issue resolutionservice reliability troubleshootingnegotiating and coordinating service and contract activitiesbillingengineeringconstructionpower qualityregulatory escalation resolutionmedia responsepublic facing communicationsmunicipal franchises managementcommunity developmentlocal area economic developmentstrategic marketing plansregulator escalated customer issues handlingafter hours & weekend availability during normal operations and extended support
Soft Skills
excellent communication and presentation skillsmedia & public speaking experienceself-starterchange agentstrong project management abilitystrong organizational agilityability to delegate workmaintain focus on external role for the regionstrong technical understanding of operations and service requirementsrelationship management with governmental officials and key constituents
Keywords for Your Resume
Customer Service ManagerCustomer Service Manager ICustomer Service Manager IICSM ICSM IIportfolio of assigned commercial accountsaccount plansrate analysiscustomer issuessales and service reliabilitynegotiate and coordinate service and contract activitiesBillingEngineeringConstructionPower QualityEntergy Business Centergovernmental officialskey constituentspolitical and key community constituentscivic associationssmall business leadersmunicipal franchisescommunity developmentlocal area economic developmentstrategic marketing plansescalated customer issuesregulatorsexecutive complaintsphone centermediapublic facing communicationslocal media relationsBusiness & Economic Development groupmunicipal & co-op investment opportunitiescustomer serviceengineeringoperationsafter hours & weekend availabilityservice reliabilitymedia response
Deal Breakers
Must meet the stated CSM I/CSM II education and experience requirements (Bachelor's degree or equivalent experience), Must have after hours & weekend availability during normal operations and extended support
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