Event Monitoring Center Representative Associate

AEP Service Corporation; Groveport (OH); On-site; USD 31,000 - 38,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Employee programs

Job summary

AEP Service Corporation operates the Security Operations and Event Monitoring Center (SOEMC), a leading 24/7 facility safeguarding assets and ensuring NERC CIP compliance. An Event Monitoring Center Rep Assoc responds to alarms and security calls, acting as the face of AEP Security across facilities.

Under supervision, you’ll help monitor alarms, escalate complex issues, and assist with access control and incident handling while contributing to guidelines and incident resolution for minimal

Qualifications

• High school diploma or equivalent.
• Minimum 1 year in military, law enforcement, government, security or related field.
• Call center or customer service experience preferred.
• Familiarity with security systems and incident reporting.

Responsibilities

• Respond to incoming alarms using monitoring software and resolve basic problems.
• Answer the security hotline and assist internal customers with basic needs.
• Create incident reports following standard procedure.
• Troubleshoot basic security system issues and provide technician support.
• Assist with access control or badge queries and ensure CIP compliance.
• Support other operators to maintain security standards and 24/7 operations.

Skills

Communication skills

Problem-solving

Customer service

Staying calm under pressure

Verbal communication

Written communication

Education

High school diploma

Tools

Monitoring software

Job description

Job Posting End Date

11-30-2026 Please note the job posting will close on the day before the posting end date.

Job Summary

The Security Operations and Event Monitoring Center (SOEMC) is an industry-leading operations center that plays a vital role in keeping AEP safe and compliant. An Event Monitoring Center Rep Assoc will answer alarms and phone calls to help protect AEP assets, assist internal customers, and be the face of AEP Security. The SOEMC monitors alarms throughout AEP's footprint at various facilities, answers the corporate Security hotline, and helps maintain NERC CIP compliance.The Event Monitoring Center Rep Assoc will oversee other SOEMC members and terminals to ensure AEP Security standards are met. Under direct supervision and using clearly defined procedures, responds to internal customers with security needs and addresses alarms using monitoring software. Handles basic level problems, uses existing procedures to solve routine or standard problems, and escalates other issues. Under minimal supervision and assisting with writing clearly defined guidelines, responds to internal customers with security needs and addresses alarms using monitoring software. Handles basic-level problems and provides solution options based on criticality. The role provides for the SOEMC and oversees the day-to-day operations of a 24/7 security monitoring and response function. Additionally, they lead efforts to detect, analyze, and respond to security incidents, ensuring timely resolution and minimal impact on the organization.

Job Description

What you'll do:

• Respond to incoming alarms using AEP's monitoring software. Handles basic problems.
• Answers the security hotline and assists internal customers with basic security needs.
• Creates incident reports following standard procedure.
• Troubleshoots fundamental security systems problems and provides technician support where needed.
• Assist callers with access control or badge questions. Helps AEP maintain North American Electric Reliability Corporation (NERC) Critical Infrastructure Plan (CIP) compliance following existing procedures.
• Assists other operators and terminals to ensure standards are being met

Preferred Qualifications:

• Excellent decision-making and problem-solving skills, plus verbal and written communication skills to technical and non-technical audiences of various levels in the organization
• Previous experience in a call center or customer service role, demonstrating strong communication and problem-solving skills.
• Familiarity with security systems and incident reporting processes.
• Ability to remain calm and professional in high-pressure situations, ensuring customer satisfaction.
• Knowledge of access control systems and NERC CIP compliance regulations is a plus.

Other Preferred Requirements:

• Rotating shift work.
• Ability to type 30 words per minute.

What We're Looking For:

Education requirements are listed below:

• Possess a high school diploma or equivalent

Work Experience requirement listed below:

• Minimum of one (1) year of military, law enforcement, government, security, or related experience. This experience can be acquired through roles such as security officer, IT security analyst, safety coordinator, or compliance officer.
• Previous experience in a call center or customer service role, demonstrating strong communication and problem-solving skills, may be considered as related experience.

What You'll Get:

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.

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: SP20-003
• Compensation Range: $22.14 - $27.67

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.

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