Customer Service Team Lead - Coaching & Performance

AES Corporation; Indianapolis (IN); On-site; USD 65,000 - 95,000; Full time

Job summary

AES Corporation in Indianapolis seeks an experienced Customer Service Manager to lead a team of representatives, coach performance, and drive service excellence. You will implement coaching sessions, monitor metrics, and enforce policies while fostering a culture aligned with safety, high standards, and teamwork.

Ideal candidates have 3+ years in customer service with 1+ year in people leadership, a bachelor’s degree in a related field, and strong communication skills.

Qualifications

• Minimum of 3 years' experience in a customer service role, with at least 1 year of proven experience leading and managing teams.
• Bachelor's degree in Communications, Business Management, or a related field from an accredited institution, or equivalent applicable with proven experience.
• Strong computer skills with experience using Microsoft Office products.
• Previous experience handling sensitive and/or confidential information.
• Ability to work independently, prioritize tasks, and meet deadlines for both self and team.
• Knowledge of utility regulatory guidelines relevant to the business.

Responsibilities

• Lead, coach, and develop a team of customer service representatives to enhance their performance and career development.
• Ensure that all team members receive effective and consistent coaching sessions.
• Monitor and evaluate the effectiveness of customer service functions, implementing improvements as needed.
• Communicate and enforce customer service policies and procedures.
• Foster a culture that embodies our core values: Safety First, Highest Standards, and All Together.
• Ensure the team consistently meets or exceeds established targets and maintains high-quality standards.
• Collaborate with other team leaders and managers to enhance performance on key metrics.
• Assist in creating and adhering to financial and performance targets.
• Work with the local union as necessary, cultivating a healthy and productive union/leadership relationship.

Skills

Leadership

Communication

Team coaching

Data analysis

Change management

Education

Bachelor’s degree in Communications, Business Management, or related field

Tools

SAP CSM

Genesys Cloud IVR

Job description

AES Corporation in Indianapolis seeks an experienced Customer Service Manager to lead a team of representatives, coach performance, and drive service excellence. You will implement coaching sessions, monitor metrics, and enforce policies while fostering a culture aligned with safety, high standards, and teamwork.

Ideal candidates have 3+ years in customer service with 1+ year in people leadership, a bachelor’s degree in a related field, and strong communication skills.