Customer Services Supv

Indiana Michigan Power Company; Fort Wayne (IN); On-site; USD 99,000 - 129,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits package

Career development opportunities

Job summary

Indiana Michigan Power Company seeks a seasoned supervisor to lead the Customer Services Account Representative team in the Fort Wayne region, driving exceptional service and high customer satisfaction in alignment with Energy Delivery goals.

You will oversee region-specific practices, coordinate with Energy Delivery and internal partners, coach staff, manage workloads, and monitor performance to ensure timely, accurate processing of service orders and customer inquiries while upholding safety

Qualifications

• Bachelor’s degree with 8+ years direct customer relations experience, 4 years CS&M.
• Associate’s degree with 10+ years direct customer relations experience, 4 years CS&M.
• HS Diploma or GED with 12+ years direct customer relations experience, 4 years CS&M.

Responsibilities

• Lead the Customer Services Account Representative team to deliver exceptional service.
• Supervise the regional team coordinating new and expanded electric service per policies.
• Oversee accurate, timely processing of customer service orders and resolve barriers.
• Direct the resolution of inquiries and escalations involving service orders, billing, power quality, and CS&S.
• Ensure customer issues are resolved and communicated in a timely manner.
• Oversee responses to escalated customer concerns via State Utility Commissions, CEO's office and other channels.
• Communicate proactively with customers regarding power interruptions and service issues.
• Manage team operations and resources to support department and company objectives including budget and workload management.
• Provide ongoing coaching, training, and development to strengthen staff capabilities.
• Monitor customer contacts, service-order activity, billing inquiries, complaints, and feedback to identify improvements.
• Collaborate with Energy Delivery and other partners to resolve complex issues and improve processes.
• Promote a strong safety culture and ensure adherence to safety policies.

Skills

Leadership

Customer service

Team supervision

Communication

Strategic planning

Education

Bachelor's degree in engineering, business admin., management, communications

Associate's degree

HS Diploma or GED

Job description

Job Summary

Provide leadership and direction to a portion of field Customer Services work force in assigned Region. The supervisor will assist the CS&M Manager in the formulation of region specific practices and tactical plans. The supervisor must assure that their direct reports achieve highest levels of customer satisfaction through exceptional service, consistent with the goals and objectives of the Energy Delivery organization and the Customer Services department.

Job Description

What you’ll do:

• Lead the Customer Services Account Representative team in delivering exceptional customer service and supporting high levels of customer satisfaction.
• Supervise the regional team responsible for coordinating new and expanded electric service in accordance with Energy Delivery policies, procedures, and customer service expectations.
• Oversee the accurate and timely processing of customer service orders, including monitoring outstanding work, resolving barriers, and coordinating with Energy Delivery and other internal partners to meet customer needs.
• Direct the resolution of customer inquiries and escalations involving service orders, billing, power quality, quality of service, and other account-related concerns.
• Ensure customer issues and complaints are appropriately resolved, communicated, and documented in a timely manner.
• Oversee responses to escalated customer concerns received through channels including State Utility Commissions, the CEO's office, Better Business Bureau, Medallia, and other customer feedback channels.
• Ensure proactive and effective communication with customers regarding power interruptions, service-related issues, and other circumstances affecting the customer experience.
• Manage team operations and resources to support department and company objectives, including operational performance, customer satisfaction, budget responsibilities, workload management, and timely completion of customer requests.
• Provide ongoing coaching, training, feedback, and development to strengthen employee capabilities, customer service skills, technical knowledge, and consistency in handling customer inquiries.
• Monitor customer contacts, service-order activity, billing inquiries, complaints, and customer feedback to identify trends and opportunities for process and customer experience improvements.
• Collaborate with Energy Delivery and other business partners to resolve complex customer issues and improve processes that affect service delivery and customer experience.
• Promote a strong safety culture and ensure employees understand and follow applicable safety expectations, policies, and procedures.

What you’ll Need:

• A bachelor’s degree in engineering, Business Administration, Management, Communications, or other human relations or marketing-related degree preferred, with a minimum of 8 years of direct customer relations experience, of which 4 years are CS&M experience.
• or an associate's degree with a minimum of 10 years of direct customer relations experience, of which 4 years are CS&M experience.
• or HS Diploma or GED with a minimum of 12 years of direct customer relations experience, of which 4 years are CS&M experience.

Must demonstrate solid and proven leadership and managerial traits.

What you’ll get:

In addition to competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees. At AEP, we’re more than just an energy company - we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!

Compensation Data

Compensation Grade: SP20-008

Compensation Range: $98,993.00 - $128,688.00

The Physical Demand Level for this job is

S - Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

Hear about it first! Get job alerts by email. Log in to your Candidate Home Account today! If you don't have an account, you can create one.

It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.

At American Electric Power, we provide more than electricity to our millions of customers - we energize possibilities. We're redefining the future of energy by reducing our carbon footprint, empowering the communities we serve and building an engaged, talented workforce. All while delivering the reliable service our customers expect. It's an exciting time in the energy industry. Are you ready to be part of it? We're looking for team members to help create the grid of the future. Learn more about our commitment to creating a supportive, inclusive work culture that values different experiences.