Customer Operations Celebrates Customer Service Week

Customer Service Week focuses on the importance of customer service and the people who serve and support customers on a daily basis.

(Story by Shanelle Hinkle-Moore)

AEP’s Customer Operations Centers (COCs) are holding various employee activities to celebrate Customer Service Week from October 8-12. This international celebration focuses on the importance of customer service and the people who serve and support customers on a daily basis.

The national theme this year is “Excellence Happens Here.” The theme recognizes the area where customers and service professionals come together. From the call center to the executive suite, from the loading dock to the home office, from behind the wheel to in front of a monitor. Where service happens is where excellence happens.

While COCs are often known for their call center work, they also provide a variety of other services. This includes bill print and insert services, back office collection work, technical support, back office billing, managing customer functions, inquiries on operating company websites, and much more.

Customer Operations work groups are located across AEP’s 11-state service territory. They provide direct and indirect customer service through:

• Call centers located in Corpus Christi, Texas; Fort Wayne, Indiana; Groveport, Ohio; Hurricane, West Virginia; Shreveport, Louisiana, and Tulsa, Oklahoma.
• Billing and account operations;
• Bill print and insert operations;
• Credit policy and payment administration;
• Providing customers with self-service options through the Internet;
• Managing customer interactions through operating company websites, email, and the Internet; and
• Technical and back office support.