Supports Customer Operations by coordinating and delivering training for the Customer Solutions Centers (CSCs). Applies foundational learning‑science concepts (adult learning principles, basic instructional design) to plan, facilitate, and evaluate training. Partners with CSC Leadership to align learning with operational needs and contribute to service quality by monitoring and scoring customer interactions using standard evaluation methods.

Job Description

What You'll Do:

Plan & Deliver Training:

Coordinate, facilitate, and evaluate instructor‑led and virtual learning using basic adult learning principles and entry‑level instructional design techniques

Incorporate interactive activities and job aids.

Quality Monitoring:

Listen to live and recorded customer interactions

Score calls using standard rubrics

Participate in calibration sessions with CSC Managers and Supervisors to ensure rater consistency.

Continuous Improvement (Entry):

Collect learner feedback, training attendance, and basic outcome data

Recommend incremental updates to materials, exercises, and delivery methods.

Stakeholder Partnership:

Build working relationships with CSC Leadership

Surface emerging training needs and share simple trend summaries.

LMS & Content Hygiene:

Publish sessions, enroll learners, record completions, and keep content and versioning accurate in the LMS.

Technology & AI Awareness:

Use standard training tools (virtual classroom, polling, forms).

Demonstrate basic awareness of AI‑enabled features (e.g., generating quiz items, drafting scenarios) under guidance, with appropriate data‑handling practices.

Readiness & Logistics:

Coordinate invites, rosters, rooms/links, and materials

Ensure training spaces and technology are ready.

Change Management:

Execute change‑ready training tasks (update job aids, schedule sessions, reinforce key messages)

Support supervisors with huddles and reminders

Log adoption questions and escalate risks.

Project Management:

Track tasks and dates for small training projects

Maintain checklists, rosters, and status notes

Communicate progress to stakeholders

Escalate issues on scope/timeline/risks.

What We're Looking For:

Education requirements are listed below:

Bachelor's degree in arts or science required OR;

An associate degree and 2 additional years of customer service experience OR;

A high school diploma or GED and 4 additional years of customer service experience.

Work Experience requirement listed below:

2 years' Customer Operations Associate or direct Customer Service experience required.

Other Preferences:

Quality and Training Certification will be considered a plus

Call Center experience is a plus

What You'll Get:

Standard base salary is:

Quality and Training Specialist Associate: $63,496-$79,369

In addition to 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!

#APCO

Compensation Data

Compensation Grade:

SP20-005

Compensation Range:

$63,496.00 - $79,369.00

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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