Customer Operations Supervisor

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

Job summary

American Electric Power (AEP) is seeking a Supervisor for Customer Operations to oversee daily duties, ensure policy and procedure compliance, and drive performance against targets. The role includes coaching associates, managing budgets and improvements, and supporting the management team.

The position focuses on customer inquiries, outage coordination, and safety programs, with opportunities to influence training and process enhancements across the center.

Qualifications

• Bachelor's degree preferred, typically in a business-related field.
• Minimum of four years' experience in customer service.
• Sedentary work; ability to sit for long periods.
• Demonstrated leadership ability to supervise and direct assigned personnel.

Responsibilities

• Monitor individual and team performance to meet departmental and company goals.
• Direct investigation and resolution of customer inquiries, billing and back-office work.
• Coordinate outage restoration activities and staff scheduling as needed.
• Establish strong working relationships with operating company personnel and other units.
• Assist with development and training of customer operations employees and materials.
• Administer job performance reviews and participate in promotions and disciplinary actions.

Skills

Leadership

Customer service

Microsoft Office

PC skills

Education

Bachelor's degree

Tools

Database applications

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

What you'll do:

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.

Work Experience requirement listed below:
Minimum of four years' experience in customer service

Other preferences:

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

Supervisor 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.

At AEP, we're more than just an energy company - we're a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!

Compensation Data

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 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