Work Place Flexibility: Hybrid
Legal Entity: Entergy Texas, Inc.-GTX
PURPOSE
Responsible for developing, maintaining, and growing operational relationships with state regulatory officials and key staff members. Oversees the resolution of all customer complaints received through multiple channels when not resolved in the Customer Service Center. 24 hour point of contact for Jurisdictional Lead Team members for resolution of direct contact customer issues during/after hours. Manages a staff of employees who have responsibility for SOX compliance, customer service system data integrity, and for professional support of peers in customer service systems and issues.
JOB DUTIES/RESPONSIBILITIES
Develops, maintains, and grows professional operational relationships with State regulatory officials and their staff members for the purpose of responding to inquiries regarding customer service and customer complaints about service.
Develops, maintains, and grows professional working relationships with peers inside the organization which facilitate the efficient and effective resolution of customer inquiries, issues, and concerns.
Responsible for ensuring that customer service processes, systems, policies, and actions are compliant with jurisdictionally specific regulatory rules and regulations.
Single point of contact for Corporate Executives and Jurisdictional Lead Team members for resolving direct contact customer and key constituent inquiries, issues, and concerns.
Jurisdictional gateway for System Support organizations in approving and communicating system modifications and major issue recovery processes.
Oversight of a staff of employees responsible for the investigation and resolution of all customer complaints received through multiple channels which are not resolved within the Customer Service Center. Staff responsibility 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 which involved 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. Incumbent must be skilled in negotiation. Incumbent must be knowledgeable of all jurisdictional rate schedules, service policies, and service standards. Incumbent must be knowledgeable of all customer products, services, and programs pertinent to the jurisdiction. Incumbent must possess strong capabilities in influence without authority to affect decisions and outcomes. Incumbent 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 Texas : The Woodlands || Texas : Beaumont
Job Function Professional
FLSA Status Professional
Relocation Option: Level I
Union description/code NON BARGAINING UNIT
Number of Openings 1
Req ID: 123283
Travel PercentageUp to 25%
An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO 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 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.
Know Your Rights: Workplace Discrimination is Illegal
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.
At Entergy (NYSE: ETR), we power life. More than 100 years ago, our founder Harvey Couch started this company with a handshake, some sawdust and a vision. Couch wanted to bring safe, affordable, reliable energy to the Middle South – energy that would power the lives of people and communities.
Today, we own and operate one of the cleanest large-scale U.S. power generating fleets including more than five gigawatts of carbon-free nuclear capacity, a fleet of highly efficient gas resources, and a fast-growing portfolio of renewable resources.
The nearly 12,000 men and women of Entergy deliver electricity and gas services to 3 million utility customers in Arkansas, Louisiana, Mississippi and Texas, generating annual GAAP revenues of $13.8 billion. Headquartered in New Orleans, we continue to play a driving role in the economic growth of the Gulf South.
Our work matters. That’s been true for more than 100 years. And as we look to the next century, we remember the constant that bridges our past and future: We Power Life.
Fast Facts:
Entergy currently has a 90% rating on the 2022 Corporate Equality Index released by the Human Rights Campaign Foundation. This score places Entergy among the top energy and utility companies in the survey.
With roots in the Gulf South region for more than a century, Entergy is a recognized leader in corporate citizenship, delivering more than $100 million in economic benefits to local communities through philanthropy and advocacy efforts annually over the last several years.
With a total of 44 awards from EEI for its restoration and mutual-assistance work, Entergy remains the only utility company to have won either EEI's Recovery or Assistance Award, or both, every year since the awards began in 1998.
