Customer Services Supervisor

American Electric Power

. Lead the Customer Services Account Representative team in delivering exceptional customer service .

Posted 10/7/2026full-timeFt. Wayne • Michigan • United StatesSeniorLead💰 $98,993 - $128,688 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong leadership in managing customer service operations, ensuring exceptional service delivery, and fostering team development. Proficient in resolving complex customer issues and maintaining compliance with safety policies and procedures.

Highest-signal resume keywords

Customer Service ManagementTeam LeadershipConflict ResolutionPerformance ManagementSafety Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer RelationsService Order ProcessingBilling ManagementData AnalysisPerformance Monitoring

Soft Skills

CoachingCommunicationProblem SolvingCollaborationFeedback Delivery

Industry Keywords

Electric ServiceCustomer SatisfactionUtility CommissionPower QualityService Delivery

About the role

Key responsibilities & impact

Lead the Customer Services Account Representative team in delivering exceptional customer service
Supervise the regional team coordinating new and expanded electric service
Oversee accurate and timely processing of customer service orders
Resolve barriers and coordinate with Energy Delivery and internal partners
Direct resolution of customer inquiries and escalations involving service orders, billing, power quality, quality of service, and account concerns
Oversee responses to escalated customer concerns from State Utility Commissions, the CEO's office, Better Business Bureau, Medallia, and other feedback channels
Ensure proactive communication with customers regarding power interruptions and service-related issues
Manage team operations, resources, performance, customer satisfaction, budget responsibilities, workload, and completion of customer requests
Provide coaching, training, feedback, and employee development
Monitor customer contacts, service-order activity, billing inquiries, complaints, and feedback to identify improvement opportunities
Collaborate with Energy Delivery and business partners to resolve complex customer issues and improve service delivery
Promote a strong safety culture and ensure compliance with safety expectations, policies, and procedures

Requirements

What you’ll need

Bachelor's degree in engineering, Business Administration, Management, Communications, or other human relations or marketing-related degree preferred
Minimum of 8 years of direct customer relations experience, including 4 years of CS&M experience (bachelor's degree path)
Associate's degree with a minimum of 10 years of direct customer relations experience, including 4 years of CS&M experience
High school diploma or GED with a minimum of 12 years of direct customer relations experience, including 4 years of CS&M experience
Solid and proven leadership and managerial traits

Benefits

Comp & perks

Comprehensive benefits package
Competitive compensation