Regional Customer Service Lead - Elevate Client Experience

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

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.