**Job Posting End Date** 08-02-2025 Please note the job posting will close on the day before the posting end date. **Job Summary** This role combines expertise in customer experience management with a focus on quality assurance, ensuring a comprehensive approach to customer satisfaction and issue resolution. The Specialist will ensure that customer interactions and tickets adhere to regulatory standards and service levels, while promoting both excellence in service delivery and compliance with applicable guidelines. Additionally, this role serves as a point of contact for customers, overseeing the escalation, and resolution of their issues. This role is crucial in facilitating effective communication between customers and various internal departments to ensure timely and satisfactory resolution of concerns. The Specialist will provide clear explanations regarding the nature of issues, expected timelines for resolution, and final outcomes, all while striving to ensure a positive customer experience. **Job Description** **What You’ll Do:** + Monitor sales, care, and TPV calls for compliance, script adherence, performance issues, and sales effectiveness. + Review chats, emails, and tickets for compliance and performance. + Hold regular calibration sessions with each department to ensure compliance. + Document all monitoring/ call evaluation and create weekly trend reports. + Identify areas for opportunity and effectiveness. + Participate in advocate onboarding, training, and relationship building. + Make suggestions for process improvements based on results of agent monitoring and trend analysis. + Maintain good understanding of state PUC requirements as they apply to each channel. + Receive escalated customer cases from informal and formal Public Utilities Commission and local government representatives. + Diffuse escalated customer situations through high level problem solving. + Communicate with the appropriate stakeholders to ensure timely issue resolution. + Communicate and work directly with customers in a professional manner to answer all questions and resolve all issues. + Provide call-backs and follow-up with customers to ensure issue resolution. + Complete daily/weekly and longer-term trend reports to manage and track customer issue resolution status and performance. + Adhere to established service level agreement (SLA) for resolution of escalated customer issues. + Demonstrate excellent time management skills to ensure resolution goals are being met. + Work independently and follow directions related to the role with little follow-up from leaders. **Where You’ll Work:** Onsite at our Columbus, OH location. **What We’re Looking For:** **Education Requirements:** Undergraduate degree preferred. + **Experience Requirements:** Previous experience in a customer-oriented role is required. 1-3 years of experience call center experience is preferred. **Other Requirements:** + Utility/Commodity experience preferred but not required. + Familiarity with ticketing systems preferred but not required. + Previous quality assurance experience is preferred. + Must be detail oriented with a high degree of accountability. + Excellent communication skills – written, spoken, listening. + Ability to explain and interpret issues clearly. + Open to change, learn quickly and accordingly in a fast-paced environment. + Ability to manage multiple priorities and tasks simultaneously. + Proficiency in MS Office and CRM database software is required. **What You’ll Get:** Grade 05 - $21.50 - $26.87 **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:** SP20-003 **Compensation Range:** $21.49-26.87 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. **Hear about it first!** Get job alerts by email. Log in to your Candidate Home Account today! If you don't have an account, you can create one. 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.