Customer Services Supv

American Electric Power•Muncie, IN

1d•$98,993 - $128,688•Onsite

About The Position

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.

Requirements

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.

Responsibilities

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.