Customer Operations Supervisor

AEP Service Corporation; Fort Wayne (IN); On-site; USD 75,000 - 93,000; Full time

Job summary

American Electric Power (AEP) is seeking a Senior Supervisor for Customer Operations in Fort Wayne, Indiana, to lead a team in applying company policies and improving service quality.

You will monitor performance, coordinate outage restoration, and mentor Associates while aligning with budgets and safety standards.

Starting salary is posted with a comprehensive benefits package and growth opportunities within the company.

Qualifications

• Bachelor's degree preferred in a business-related field.
• Minimum of four years' experience in customer service.
• Demonstrated leadership ability to supervise and direct assigned personnel.
• Good PC skills and ability to use software and databases used by customer operations.
• Basic understanding of Microsoft Office products (Word, Excel, PowerPoint).
• Overtime may be required to meet Center needs.
• Shifts may include evenings and weekends.
• Travel possible but rare.

Responsibilities

• Monitor individual and team performance to achieve departmental goals, including budgets and customer satisfaction.
• Direct investigations and resolution of customer inquiries, complaints, billing, and back-office work.
• Provide feedback and coaching to Customer Operations Associates and management on policy adherence.
• Coordinate outage restoration activities, including call routing, staffing, and timekeeping.
• Establish strong working relationships with operating company personnel and other AEP units.
• Assist with development and training of customer operations staff and creation of training materials.
• Administer performance reviews and participate in promotions, discipline, and hiring decisions.

Skills

Leadership

Customer service

MS Office

PC skills

Communication

Education

Bachelor's degree

Job description

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.

Job Description

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.

What we’re looking for

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 PowerPoint
• 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

What you’ll get

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 Data

Compensation Grade: SP20-006

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

The Physical Demand Level for this job is

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.

Equal Employment Opportunity Statement

It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.