Customer Operations Supv

American Electric Power•Hurricane, WV

6d•$74,551 - $93,189•Onsite

About The Position

Supervise 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.

Requirements

Minimum of four years' experience in customer service
Demonstrated leadership ability to effectively supervise and direct the work of assigned personnel
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.

Nice To Haves

Bachelor's degree is preferred, typically in a business-related field.

Responsibilities

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.