Customer Operations Supervisor

AEP; United States; On-site; USD 75,000 - 93,000; Full time

Job summary

AEP is seeking a supervisor for the Customer Operations team in the United States. You will lead a group of associates, ensuring adherence to policies while supporting management with administrative duties.

You will monitor performance, resolve inquiries and outages, coordinate staffing, and build cross-unit relationships. The role emphasizes leadership, process improvement, and training with occasional overtime and rare travel.

Qualifications

• Bachelor's degree preferred.
• Minimum of four years' experience in customer service.
• Demonstrated leadership ability to supervise and direct assigned personnel.
• Good PC skills; familiarity with Word, Excel and PowerPoint.

Responsibilities

• Monitor performance to achieve departmental goals, budgets, and customer satisfaction.
• Direct investigation and resolution of customer inquiries and back-office work with documentation and coaching.
• Coordinate outage restoration activities and serve as duty supervisor when required.
• Establish and maintain relationships with operating company personnel and other business units.
• Assist in training and development of customer operations staff and materials.
• Support policy/procedure improvements and long/short term planning including forecasting.

Skills

Leadership

Customer service

PC skills

Microsoft Office

Education

Bachelor's degree preferred

Tools

Microsoft Office

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

$74,551.00 - $93,188.50

Physical Demands

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

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.

AEP offers an outstanding group of people to be a part of. The AEP culture values your integrity and awards your hard work.

Responsible for providing expertise, training and leadership support for the Customer Design team engaged in the design of Distribution system electrical facilities. Develop relationships and effective communication with all stakeholders, and customers, both internal and external to the company.

Supports Customer Operations by coordinating and delivering training for the Customer Solutions Centers (CSCs). Applies foundational learning-science concepts (adult learning principles, basic instructional design) to plan, facilitate, and evaluate training. Partners with CSC Leadership to align learning with operational needs and contribute to service quality by monitoring and scoring customer interactions using standard evaluation methods.

Supports Customer Operations by coordinating and delivering training for the Customer Solutions Centers (CSCs). Applies foundational learning-science concepts (adult learning principles, basic instructional design) to plan, facilitate, and evaluate training. Partners with CSC Leadership to align learning with operational needs and contribute to service quality by monitoring and scoring customer interactions using standard evaluation methods.

AEP offers generous time off, competitive pay, and educational opportunities to help employees advance their careers.

Our culture is purpose-driven and team-oriented: we combine innovation with a customer-first focus to deliver reliable energy and brighter futures.