Manager, Customer Service

Are you ready to be part of a company that’s not just talking about the future, but actively shaping it? Join The AES Corporation (NYSE: AES), a Fortune 500 company that’s leading the charge in the global energy revolution. With operations spanning 14 countries, AES is committed to shaping a future through innovation and collaboration. Our dedication to innovation has earned us recognition as one of the Top Ten Best Workplaces for Innovators by Fast Company in 2022. And with our certification as a Great Place to Work, you can be confident that you’re joining a company that values its people just as much as its groundbreaking ideas.

AES is proudly ranked #1 globally in renewable energy sales to corporations, and with $12.7B in revenues in 2023, we have the resources and expertise to make a significant impact as we provide electricity to 25 million customers worldwide. As the world moves towards a net-zero future, AES is committed to meeting the Paris Agreement’s goals by 2050. Our innovative solutions, such as 24/7 carbon-free energy for data centers, are setting the pace for rapid, global decarbonization.

If you’re ready to be part of a company that’s not just adapting to change, but driving it, AES is the place for you. We’re not just building a cleaner, more sustainable future – we’re powering it. Apply now and energize your career with a true leader in the global energy transformation.

Under general supervision the Manager of Customer Service, is responsible for leading a team that coaches and develops our contact center employees. As an accomplished leader, you will serve as a liaison between Customers Services and other divisions, departments and organizations working collaboratively to improve the services and programs we provide to customers. You will foster an environment that promotes team work, collaboration and innovation while developing our future leaders and team members.

BASIC REQUIREMENTS:

• Bachelors Degree in Communications, Business Management, Human Resources or a related field from an accredited college or university.
• Must have strong computer skills with at least four (4) years experience using Microsoft products.
• Must have six (6) years supervisory/management experience in Customer Services environment.
• Previous experience dealing with sensitive and/or confidential information.
• Ability to work independently, prioritize work and meet deadlines for self and team.

PREFERRED SKILLS:

• 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 leader.
• Experience working in a union environment.

PRIMARY 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.

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.