Customer Experience Supervisor

Job Posting End Date

06-21-2025

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

Job Summary

The Customer Experience Supervisor will have direct responsibility for managing a team customer Tier 1 advocates and Client Solutions team. This role will also have the responsibility of developing, coaching, and mentoring their teams to ensure a positive customer experience while driving results. The Customer Experience Supervisor will develop Customer Advocates through coaching sessions, providing guidance, and assisting with the progress of Advocate’s individual training objectives.

Job Description

What You’ll Do:

AEP Energy is seeking talented and motivated Customer Experience Supervisor to become an integral part of our Customer Operations team.

• Customer Interaction Oversight: Oversee the timely and accurate handling of customer interactions across multiple channels including email, chat, and ACT tickets, ensuring SLA Compliance and consistent service quality.

• Customer Call Support: Step in to take customer calls during high-volume periods, escalations, or as needed to support the team and ensure service continuity.

• Performance Monitoring: Monitor real-time performance, including adherence, service levels, and response times.

• Feedback and Development: Conduct regular 1:1s, performance reviews, and team meetings to provide feedback and development support.

• Escalated Issue Resolution: Handle escalated customer issues and ensure timely resolution.

• Performance Data Analysis: Analyze performance data and implement strategies to improve efficiency, quality, and customer satisfaction.

• Collaboration for Continuous Improvement: Partner with QA, Training, and other support teams to identify trends and deliver continuous improvement initiatives.

What We’re Looking For:

Education Requirements:  Bachelor’s degree or equivalent experience required.

Experience Requirements:  3 or more years of leadership experience in customer service and /or related work experience.

Other Requirements:

• Advanced knowledge of Microsoft Office

• Technical understanding of information systems

• Energy background preferred

• Solid analytical and problem-solving skills

• Strong leadership skills

• Ability to strategically think and execute under pressure

• Excellent communication skills with the ability to explain complex issues clearly

Where You’ll Work

On-Site at 1 Riverside Plaza, Columbus, OH

What You’ll Get:

$61,647 - $77,057 per year

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:

SP20-005

Compensation Range:

$61,647.00-77,057.50 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, be