Customer Operations Supervisor

Job Summary

Supervise a team of Customer Operations Associates in their day-to-day duties that include applying the organization's policies and procedures in response to customer needs. Plan, monitor, evaluate, and supervise work activities to achieve operational requirements and quality standards. Provide assistance to Associates and Management with administrative responsibilities.

Monitor individual and team performance to achieve departmental and Company goals including, but not limited to: budgets, operational performance, customer satisfaction, etc. Direct the investigation and resolution of customer inquiries and complaints, billing, credit, and other back‑office customer related work, complete documentation, and provide feedback and coaching to Customer Operations Associates and management to ensure understanding and consistent application of policies and procedures.

Direct and coordinate outage restoration activities, including dissemination of accurate outage information, call routing, staffing, and time keeping issues for assigned employees; serve as duty supervisor when required.

Establish and maintain strong working relationships with operating company personnel, distribution and customer operations, and other AEP business units.

Assist with the development and training of customer operations employees. Assess, recommend, and assist with the development of training materials for the customer operations center. Assist in the development and implementation of policy and procedure improvements and assist in the development of short term and long‑term plans, including forecasting and budgeting, as required. Administer job performance reviews and recommend the promotion, demotion, selection, discipline, and dismissal of assigned personnel.

Promote safety and health programs to safeguard employees, the general public, and company property.

Bachelor's degree is preferred, typically in a business‑related field.

• Minimum of four years' experience in customer service
• Physical demand level is Sedentary
• Demonstrated leadership ability to effectively supervise and direct the work of assigned personnel and the ability to effectively and professionally deal with co‑workers and customers is required
• Good PC skills, ability to use a variety of software and database applications utilized by customer operations
• Basic understanding of Microsoft Office Products, such as Word, Excel and Power Point
• Occasional and scheduled overtime is required to meet the needs of the Customer Operations Center
• Shifts are assigned according to the needs of the center and can include evenings and weekends
• Travel is possible, but rare

Starting salary from: $74,551-$93,189

In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well‑being of our employees.

Compensation Grade: SP20-006

Compensation Range: $74,551.00 - $93,188.50

The Physical Demand Level for this job is: S – Sedentary Work:
Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time.

Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to…