Customer Ops Lead

AEP; Tulsa, Northern (OK, KY); Hybrid; USD 54,000 - 68,000; Full time

Benefits offered by this job

Comprehensive benefits package

Job summary

At AEP, a role exists to handle complex customer transactions by phone, email and web channels, supporting Customer Operations and staff with performance metrics and payroll-related tasks.

The position emphasizes leadership, coaching, and adherence to procedures, with potential involvement in interviewing and staffing as needed. A strong emphasis on data accuracy and confidential information protection is noted.

Qualifications

• High School diploma or GED required.
• Advanced education preferred.

Responsibilities

• Process complex customer transactions in support of Customer Operations Associates, maintain expert problems solving knowledge and skills for all customer service functions.
• Review, verify, assign, and approve work completed by Customer Operations Associates.
• Check for accuracy and adherence to standard procedures and policies.
• Provide supervision support, coaching, monitoring employees technical knowledge and providing feedback as appropriate.
• Maintain close communication with supervisor regarding operational and performance issues.
• May assist with interviewing, hiring decisions, and staff evaluations.
• Support storm duty related work by co-leading storm teams.
• Protect confidential customer information.
• Must be available to work overtime, call-out overtime and shift work, as required.

Education

High School diploma or GED

Advanced education

Job description

Job Posting End Date

08-31-2026

Please note the job posting will close on the day before the posting end date.

Job Summary

Under minimal supervision, performs complex work requiring independent analysis and extensive judgement with and on behalf of customers by telephone, Internet, email and correspondence. Assists supervisors in supporting employees with customer-related work, employee performance metrics, payroll, and other administrative functions.

Job Description

WHAT YOU'LL DO:

• Process complex customer transactions in support of Customer Operations Associates, maintain expert problems solving knowledge and skills for all customer service functions.
• Review, verify, assign, and approve work completed by Customer Operations Associates.
• Check for accuracy and adherence to standard procedures and policies.
• Provide supervision support, coaching, monitoring employees technical knowledge and providing feedback as appropriate.
• Maintain close communication with supervisor regarding operational and performance issues.
• May assist with interviewing, hiring decisions, and staff evaluations.
• Support storm duty related work by co-leading storm teams.
• Protect confidential customer information.
• Must be available to work overtime, call-out overtime and shift work, as required.

Physical demand level is Sedentary

Successful completion of PSI Test Battery and ETC Call Center Simulation Selection Test.

Must possess knowledge of proper English usage for oral and written communications including grammar and spelling, and basic mathematics.

Demonstrated leadership ability and aptitude.

WHAT WE'RE LOOKING FOR:

Education requirements:

• High School diploma or GED required.
• Advanced education preferred.

Work experience:

• Minimum four (4) years relevant customer service experience.

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.

Company Culture

Where Putting the Customer First Powers Everything We Do 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: SP20-004
• Compensation Range: $25.99 - $32.49

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.

Company Vision

At American Electric Power, we provide more than electricity to our millions of customers - we energize possibilities. We're redefining the future of energy by reducing our carbon footprint, empowering the communities we serve and building an engaged, talented workforce. All while delivering the reliable service our customers expect. It's an exciting time in the energy industry. Are you ready to be part of it? We're looking for team members to help create the grid of the future. Learn more about our commitment to creating a supportive, inclusive work culture that values different experiences.