Customer Operations Associate

Job Posting End Date

05-23-2025

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

Job Summary

Under direct supervision, assist external customers by telephone, Internet, email, and correspondence. Answer questions, support back office customer transactions, correct bills, perform credit and collections, ensure account security, provide outage call processing, inform/educate customers on programs, and perform all other direct customer facing support activities.

Job Description

ESSENTIAL JOB FUNCTIONS:

1) Process customer requests for service, answer customer inquiries and resolve customer complaints via telephone, Internet, email, and written correspondence.

2) Process account maintenance transactions related to external collection functions, negotiate payment arrangements with delinquent account holders, perform inbound and outbound collection calls, respond to collection vendor inquiries, investigate fraud and bill disputes, and support of collection functions overall.

3) Complete billing adjustments as needed, including processing no-bill and internal bill warning messages. Analyze and recalculate bills, initiate and complete field investigation orders, and other work related to rendering customers an accurate bill.

4) Support outage call handling and storm response.

5) Work cross-functionally to complete daily job tasks and provide backup to others in the department.

6) Protect confidential customer information.

MINIMUM REQUIREMENTS:

Education: High School diploma or GED Work.

Experience: Minimum one (1) year relevant customer service experience

OTHER REQUIREMENTS:

Successful completion of PSI Test Battery and ETC Call Center Simulation Selection TestMust be available to work overtime, call-out overtime and shift work as required.

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

Compensation Data

Compensation Grade:

N028-230

Compensation Range:

$17.00-18.75 USD

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.