Enhancing the customer experience is what the Distribution Operations Customer Support (DOCS) team aims to do each work day. The department, created in June 2022, consists of four employees serving as new customer liaisons that interact with customers on new service requests.
Liaisons are the sole point of contact from the moment a new service order is submitted until construction is finished.
The DOCS team has a combined 70-plus years of experience within I&M and AEP, which makes them uniquely qualified to create a great first impression.
Meet the Team:
- Jon Biek, Distribution Operations Customer Support Representative Senior
- Adam Steinebach, Distribution Operations Customer Support Representative
- Jason York, Distribution Operations Customer Support Representative
- Lesley Odom, Customer Services Supervisor
The team has various backgrounds including Community Affairs, Customer Design, Customer Operations, Customer Services and Meter Revenue Operations.
How would you describe your job to someone?
The DOCS team provides the highest level of customer service to customers with various service needs. We are the single point of contact for customers in need of new services, service relocations, service upgrades and outdoor lighting solutions. We facilitate the interaction between our customer, contractors, design and distribution staff. We also attend Home Builders Association meetings to build customer relationships and answer questions builders and developers ask. DOCS interacts with electricians, inspectors and business partners as well.
What’s the favorite part of your role?
The best part of working in DOCS is connecting with the customer in a face-to-face setting and personally ensuring the highest level of satisfaction. It truly is the customer interaction both inside and outside I&M that we enjoy.
Building relationships is what we do. Our team celebrates successes, supports one another through hard times, and encourages both personal and professional development. We work toward providing an excellent customer experience. The DOCS position presents both unique challenges and satisfying accomplishments to all of us. Our tools include the relationships that we build with customers, builders, developers and electricians.
How does the DOCS team help further the customer experience?
Never before has the customer had a dedicated specialist to walk them through the complex process of installing, upgrading or relocating electrical services. The DOCS team provides a single point of contact to assess needs, design solutions and coordinate construction.
What are the team’s goals for 2024?
Our team’s goals are to expand and reach more customers with the type of experience that contributes to I&M maintaining a stellar reputation in the communities we serve. Another goal is to serve internal customers with the same level of service and commitment that we provide externally.
Can you share the best piece of career advice you’ve ever received?
Jon Biek: As you are starting out, learn who your resources are and learn everything you can from them. You are always learning, right up until retirement. As you advance, mentor others and pass that knowledge on.
Adam Steinebach: The best piece of career advice that I ever received was not given to me through words but by example. The best professional mentor that I ever had was surrounded by co-workers and staff who chose to be there because they knew this person built success, not by stepping on people, but by lifting them up. And so, for me, the secret to success is to make those closest to you more successful.
Jason York: Learn the tools quickly. Every company has a set of tools that are necessary for completing the job. Learn how to utilize them. It’s important to always seek ways to add value, write down ideas and thoughts for company improvement and discuss them with supervisors.