Manager, Customer Service

AES US•Dayton, OH

5h•Onsite

About The Position

The Manager, Customer Service role at AES Ohio requires a candidate with a strong background in customer service leadership and management skills. This position emphasizes developing leadership, aligning policies, and ensuring operational effectiveness within the Customer Service Center. 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.

Requirements

Bachelor's degree in business management, Communications, Human Resources or related field from an accredited college or university
Six years of supervisory experience
Effective communication
Leadership
Experience in a union environment
Strong computer skills with at least four (4) year's experience using Microsoft products and other software/systems
Previous experience dealing with sensitive and/or confidential information
Ability to work independently, prioritize work and meet deadlines for self and team

Nice To Haves

Experience leading people who are responsible for leading people
Excellent verbal and written communication skills
Must be able to quickly adapt to changing business needs
Able to analyze data and make recommendations for improvement
Able to provide critical feedback in a constructive manner
Demonstrated effective change leadership
Experience working in a union environment

Responsibilities

Coach and develop leaders to cultivate employees, including improving work performance, career development, etc.
Ensures all employees receive effective, consistent coaching sessions from their leader.
Manage, evaluate and improve the effectiveness of Customer Services contact center functions.
Communicate, implement and interpret Customer Services policies and procedures.
Creates a culture that embodies our values: Safety First, Highest Standards, All Together.
Align processes, policies across both Customer Services organizations when possible.
Ensures Customer Services contact center functions are operating according to required regulations.
Work parallel to the other managers to ensure improved performance on key performance metrics.
Creates, reviews and adheres to applicable financial targets and budget(s).
Works with the local union as necessary and cultivates a healthy, productive union/leadership relationship.
Work closely with peer(s) at other AES companies to ensure consistency of practices when applicable.
Performs any and all other duties, tasks and responsibilities which may be assigned.