American Electric Power hiring Customer Operations Supervisor in Fort Wayne, IN | LinkedIn (2024)

Job Posting End Date08-16-2024

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

Job SummarySupervise 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 DescriptionESSENTIAL JOB FUNCTIONS

• 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.

MINIMUM REQUIREMENTS:Education requirements are listed below:

• 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 RequirementsHYBRID POSITION WITH LIMITED IN-OFFICE DAYS (dependent on business needs)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.

Compensation DataCompensation Grade:SP20-006

Compensation Range:$70,961.00-88,700.50 USD

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It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all aspects 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, age, national origin, ethnicity, ancestry, veteran or military status, disability, genetic information, sexual orientation, gender identity, or any other basis prohibited by applicable law. When required by law, we must record certain information to be made part of an Affirmative Action Plan. Applicants for employment may also be invited to participate in the Affirmative Action Program by self-identifying their Race or Ethnic Identity.