Customer Ops Lead

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.

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.

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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 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.