Regional Customer Success Leader

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

Benefits offered by this job

Comprehensive benefits package

Job summary

American Electric Power seeks a senior supervisor to lead the Customer Services team in the Indiana region, directing practices and tactical plans to ensure top-tier customer satisfaction in alignment with Energy Delivery goals.

You will oversee orders, inquiries, escalations, and cross-functional coordination, while coaching staff and driving process improvements to enhance the customer experience and safety culture.

Qualifications

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

Responsibilities

• Lead the Customer Services Account Representative team to deliver exceptional service and maintain high customer satisfaction.
• Supervise the regional team coordinating new and expanded electric service per Energy Delivery policies.
• Oversee the processing of customer service orders, monitor work, resolve barriers, and coordinate with internal partners.
• Direct resolution of inquiries and escalations related to service orders, billing, power quality, and account concerns.
• Oversee responses to escalated customer concerns via State Utilities, CEO’s office, BBB, Medallia, and other channels.
• Provide proactive communication about power interruptions and service-related issues to customers.
• Manage operations and resources to meet department and company objectives, including budget and workload management.
• Coach and develop staff to strengthen customer service skills and technical knowledge.
• Monitor contacts, billing inquiries, complaints, and feedback to identify trends and opportunities for improvement.
• Collaborate with Energy Delivery and partners to resolve complex issues and improve processes.
• Promote a strong safety culture and ensure adherence to safety policies.

Skills

Leadership

Customer relations

Strategic planning

Education

Bachelor's degree in engineering, Business Administration, Management, Communications, or related field

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

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

Job description

American Electric Power seeks a senior supervisor to lead the Customer Services team in the Indiana region, directing practices and tactical plans to ensure top-tier customer satisfaction in alignment with Energy Delivery goals.

You will oversee orders, inquiries, escalations, and cross-functional coordination, while coaching staff and driving process improvements to enhance the customer experience and safety culture.