Customer Services Supv

AEP; Indiana, Northern (PA, KY); Hybrid; USD 99,000 - 129,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

AEP is seeking a regional Customer Services supervisor to lead a team of Account Representatives and drive high levels of customer satisfaction in electric service delivery. You will coordinate new and expanded service, ensure accurate order processing, and collaborate with internal partners to resolve complex issues.

The role requires a bachelor’s or equivalent with extensive CS&M experience, strong leadership, and the ability to manage performance, budget, and safety standards in a fast-paced

Qualifications

• Bachelor’s degree in engineering, Business Administration, Management, Communications, or related field, with min 8 years direct customer relations, 4 years CS&M experience.
• Associate degree with min 10 years direct customer relations, 4 years CS&M experience.
• HS Diploma or GED with min 12 years direct customer relations, 4 years CS&M experience.

Responsibilities

• Lead the Customer Services Account Representative team in delivering exceptional customer service and supporting high levels of customer satisfaction.
• Supervise the regional team coordinating new and expanded electric service per Energy Delivery policies and customer service expectations.
• Oversee the processing of customer service orders, monitor outstanding work, resolve barriers, and coordinate with Energy Delivery and internal partners.
• Direct resolution of inquiries and escalations involving service orders, billing, power quality, and other account-related concerns.
• Oversee escalated customer concerns received through channels like State Utility Commissions, CEO’s office, BBB, Medallia, and other feedback channels.
• Ensure proactive communication with customers regarding power interruptions and service-related issues.
• Manage team operations and resources to support objectives, including performance, budget, workload, and timely response to requests.
• Provide coaching, training, and development to strengthen employee capabilities and consistency in handling inquiries.

Skills

Leadership

Team Management

Customer Relations

Education

Bachelor's degree in relevant field

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:*** 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 - $128,688.00The 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.