Customer Services Supv

American Electric Power; Fort Wayne (IN); On-site; USD 99,000 - 129,000; Full time

Job summary

American Electric Power seeks a seasoned supervisor to lead a portion of the field Customer Services workforce in the Fort Wayne region. You will guide region-specific practices and tactical plans to ensure top-tier customer satisfaction aligned with Energy Delivery objectives.

You will oversee a regional team delivering coordinated electric service, handling orders, inquiries, escalations, and cross-functional collaboration with internal partners.

Qualifications

• Bachelor's degree in engineering, business, management, or communications with 8+ years of direct CS&M experience.
• Alternatively, an associate's degree with 10+ years CS&M experience.
• Or a HS Diploma/GED with 12+ years CS&M experience and proven leadership traits.

Responsibilities

• Lead the Customer Services Account Representative team to deliver exceptional service.
• Supervise regional team coordinating new and expanded electric service.
• Oversee processing of customer service orders and coordinate with internal partners.
• Resolve inquiries and escalations involving service orders, billing, and power quality.
• Oversee responses to escalated concerns via regulatory and customer feedback channels.
• Promote proactive communication about power interruptions and service issues.
• Manage team operations, budget, workload, and timely requests.
• Provide coaching, training, and development to staff.
• Identify trends for process improvements.
• Collaborate to resolve complex issues and improve service delivery.
• Promote safety culture and ensure policy compliance.

Skills

Leadership

Customer relations

Coaching

Communication

Education

Bachelor's degree in engineering / business / management / communications

Associate's degree with 10+ years CS&M experience

HS Diploma or GED with 12+ years CS&M experience

Job description

Job Posting End Date

10-24-2026

Please note the job posting will close on the day before the posting end date.

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:

• Requirements are listed below: 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.

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.