Customer Operations Team Lead

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

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.