Team Leader Customer Service

The AES Corporation; Indianapolis (IN); On-site; USD 75,000 - 110,000; Full time

Job summary

The AES Corporation in Indianapolis seeks a Customer Service Team Leader to coach and develop a high-performing group while upholding safety and service standards. You will monitor performance, drive improvements, collaborate with fellow leaders, and partner with the union to maintain productive relations and strong customer outcomes.

Qualifications include a Bachelor's degree and 3+ years in customer service, with at least 1 year leading teams; experience with SAP CSM or Genesys Cloud IVR is a

Qualifications

• 3+ years in a customer service role, with 1+ year leading teams.
• Bachelor's degree in Communications, Business Management, HR, or related field.
• Strong MS Office skills and ability to handle confidential information.

Responsibilities

• Lead, coach, and develop a team of customer service representatives.
• Ensure coaching sessions are effective and consistent.
• Monitor and improve customer service performance and policies.
• Collaborate with other team leaders to enhance metrics and targets.
• Work with the local union to maintain productive relationships.

Skills

Team leadership

Coaching

Communication

Analytical thinking

Change management

Feedback

Time management

Data driven

Education

Bachelor's degree in Communications/Business/HR

Tools

SAP CSM

Genesys Cloud IVR

Job description

Are you ready to be part of a companythat'snot just talking about the future, but actively shaping it? Join The AES Corporation, the largest US-based global power company witha teamof 8,300employees across 12 countries.

AES has been ranked #1 byBloombergNEF in renewable energy sales to corporations in the US and Americas for five consecutive years, providing electricityfor millions of peopleworldwide.

We are proud to foster a strong workplace culture, earning prominent positions in Great Place to Work™ rankings across the markets where weoperate. AES was also named one of the World’s Most Ethical Companies for the 13th consecutive year in 2026, highlighting our dedication to integrity, transparency, and responsible business practices.

Our spirit of innovation continues to earn industry recognition. AES is the only seven-time winner of the Edison Electric Institute’s Edison Awards in the twenty-first century, a distinction honoringglobal leadership in advancing the electric power industry.

Ifyou'reready to be part of a companythat'snot just adapting to change, but driving it, AES is the place for you.We'renot just building a more sustainable future , we'repowering it.

Responsibilities

• Lead, coach, and develop a team of customer service representatives to enhance their performance and career development.
• Ensure that all team members receive effective and consistent coaching sessions.
• Monitor and evaluate the effectiveness of customer service functions, implementing improvements as needed.
• Communicate and enforce customer service policies and procedures.
• Foster a culture that embodies our core values: Safety First, Highest Standards, and All Together.
• Ensure the team consistently meets or exceeds established targets and maintains high-quality standards.
• Collaborate with other team leaders and managers to enhance performance on key metrics.
• Assist in creating and adhering to financial and performance targets.
• Work with the local union as necessary, cultivating a healthy and productive union/leadership relationship.
• Perform other duties, tasks, and responsibilities as assigned.

Education / Experience (Required)

• Minimum of 3 years' experience in a customer service role, with at least 1 year of proven experience leading and managing teams.
• Bachelor's degree in Communications, Business Management, Human Resources, or a related field from an accredited institution, or equivalent applicable with proven experience.
• Strong computer skills with experience using Microsoft Office products.
• Previous experience handling sensitive and/or confidential information.
• Ability to work independently, prioritize tasks, and meet deadlines for both self and team.
• Knowledge of utility regulatory guidelines relevant to the business.

Preferred Skills and Experience

• Experience working with SAP CSM
• Experience working with Genesys Cloud IVR
• Exceptional verbal and written communication skills.
• Ability to swiftly adapt to evolving business needs.
• Strong analytical skills with the capability to recommend improvements based on data.
• Skilled in providing constructive feedback.
• Demonstrated ability to lead through change effectively.
• Experience working within a unionized environment.

AES is an Equal Opportunity Employer who is committed to building strength and delivering long-term sustainability through diversity and inclusion. Respecting all backgrounds, differences and perspectives enables us to improve the lives of our people, customers, suppliers, contractors, and the communities in which we live and work. All qualified applicants will receive consideration for employment without regard to sex, sexual orientation, gender, gender identity and/or expression, race, national origin, ethnicity, age, religion, marital status, physical or mental disability, pregnancy, childbirth, or related medical condition, military or veteran status, or any other characteristic protected under applicable law. E-Verify Notice: AES will provide the Social Security Administration (SSA) and if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.