Manager Customer Service

WEC Energy Group; Chicago (IL); On-site; USD 120,000 - 180,000; Full time

Job summary

Peoples Gas Light & Coke Co, a subsidiary of WEC Energy Group, is seeking a Manager - Customer Services in Chicago, IL to oversee all customer service operations. The role leads a team of supervisors, field service staff, and clerical employees to deliver proactive service and resolve issues for We Energies customers.

The position emphasizes coaching, performance management, and strategic leadership to strengthen relationships with customers, builders and communities, while partnering with other

Qualifications

• High School Diploma, GED or HSED required.
• If bachelor's degree, at least five years of related business, operation, management and customer contact experience and at least three years in leadership.
• If no bachelor's, five years of related business, operation, management and customer contact experience and at least five years in leadership.

Responsibilities

• Provide coaching, counseling, discipline, training and development to team members and establish annual performance plans.
• Lead customer relations to build loyalty with builders, developers and communities.
• Create an environment for proactive service regarding gas delivery issues and customer satisfaction concerns.
• Work within Peoples Gas to provide increasingly reliable gas to customers.
• Lead the service team to be the customer advocate and influence internal actions to resolve issues.
• Lead customer service initiatives and drive process changes to improve satisfaction.
• Develop and implement expanded services like energy utilization consultation and premium service.
• Collaborate with Local Affairs & Community Relations to build relationships with officials.
• Support Shop Area Managers in mobilization and community presence.

Skills

Leadership experience

People management

Customer service

Education

High School Diploma, GED or HSED

Bachelor's degree

Tools

Maximo

PCAD/Open Grid

Open-CIS/PANDA

Job description

Peoples Gas Light & Coke Co, a subsidiary of WEC Energy Group, is seeking a Manager Customer Service in our Chicago, Illinois location.

WEC Energy Group is one of the nation’s largest electric generation and distribution and natural gas delivery holding companies serving 4.7 million customers across the Midwest. We are committed to providing clean, reliable, and affordable energy in an environmentally sustainable manner. Customers are the heart of our business, and we work every day to help grow and support communities where we provide vital energy services.

As a Fortune 500 company, we value and develop our employees who are making a difference in a mission that matters. We don’t just offer a job; we provide fulfilling careers where safety and well-being are paramount. Join our team and experience first‑hand our commitment to your success. We offer competitive pay and benefits to recognize your hard work and dedication.

If you’re talented, energetic and ready for a career with a future, we want you on our team. We are powered by a diverse and inclusive workforce fueled by the pride in what we do. If you're driven by the passion to change lives, this is the place for you.

Job Summary

The Manager - Customer Services is responsible for all aspects of customer service for CO-Field Operations. They are responsible for leading a team dedicated to providing a high level of proactive service to We Energies customers. This team can be made of Customer Service Supervisors, Field Services Supervisors, Service Managers, Energy Service Consultants, Customer Service Technicians and Designers, Gas Sales Representatives, Expediting Clerks, and other clerical employees. For Subdivisions work group, this team includes Operations Supervisors and possible Inspectors.

Job Responsibilities

• Provide coaching, counseling, discipline, training and development to team members as required. To establish performance management and development plans (goals) annually with each team member. To routinely and regularly monitor performance, reinforce expectations, evaluate and communicate performance levels to individual team members and adjust plans and priorities to meet corporate and departmental goals as necessary


• Provide strategic leadership to establish and maintain relationships with customers including builders and developers as well as communities that result in strong loyalty to Peoples Gas as an energy provider


• Work to create an environment so that team members can provide proactive service to customers and communities concerning gas delivery issues. Issues include gas meter/billing disputes, regulatory issues, customer satisfaction concerns, personnel matters


• Work within Peoples Gas to provide increasingly reliable gas to customers


• Lead the service team to be the customer advocate for Peoples Gas customers (relationship building), to help customers make good decisions and to influence action internally at Peoples Gas, knowing who to call to get things done, working with construction and maintenance and professional and technical areas within the business unit in order to respond to and/or resolve customers’ problems, issues, complaints, etc


• Lead the various customer service initiatives within the area, direct process change associated with improving customer satisfaction and through the implementation of a Work Management System


• Work with other Peoples Gas departments to develop and implement new expanded services such as consultation on energy utilization, premium service, and others that offer customers more value for their energy expenditures


• Work with the Local Affairs & Community Relations and Customer Effectiveness groups to implement a strategy that develops solid working relationships with municipal and regulatory officials


• Work with and support the Shop Area Managers by performing a lead role in any mobilization and in being actively involved as a presence in the community(s)

Minimum Qualifications

• High School Diploma, GED or HSED


• Candidates with a degree must have at least five years of related business, operation, management and customer contact experience and at least three years of experience in a leadership role


• Candidates without a bachelor's degree must have five years of related business, operation, management and customer contact experience and at least five years of experience in a leadership role

Preferred Qualifications

• Experience in working in a Union environment


• Experience in Maximo, PCAD/Open Grid, Open-CIS/PANDA

End Date:09/09/2026

Pay Range Minimum: $119,696.20

Pay Range Maximum: $179,544.04

The pay range reflects the minimum and maximum for the position at the time of posting and may be modified in the future. The starting salary/pay within the pay range will be based on several factors, as applicable, but not limited to, relevant education, qualifications, certifications, experience, skills, geographic location, shift, travel requirements, collective bargaining agreements, and business and organizational needs. At WEC Energy Group, it is not typical for an individual to be hired at or near the top of the range for their role.

WEC Energy Group will only employ those who are legally authorized to work in the United States. Individuals with temporary visas such as E, F-1 with OPT or CPT, H-1, H-2, L-1, B, J or TN, or who need sponsorship for work authorization now or in the future, are not eligible for hire.

WEC Energy Group and its subsidiaries are Equal Opportunity Employers. As a result, all qualified applicants will receive equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other protected status. The Company also complies with all applicable federal, state and local laws that require it to take affirmative action.