Employee Srvc Ctr Spec- Sr

Job Posting End Date

06-19-2026

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

Job Summary

This role is responsible for being the first point of contact and for all incoming requests for HR inquiries. Requests come in through a ticketing system, or via phone. Issues will be resolved by this role or escalated to others via a case management system. You will utilize standardized information, processes, FAQs, policies, HR knowledge bases, desktop procedures, and other reference materials to assist with inquiries and to perform work.

You will be responsible for entering and providing accurate information and data for company employees, leaders, potential candidates, and former employees in the HR systems.

This is a single position posted at multiple levels. The qualifications below are based on the Specialist level. Additional skills and experience is required for the Senior level.

Job Description

WHAT YOU'LL DO:

• Resolve incoming inquiries from various communication channels in real-time with the goal of first contact resolution.

• Create accurate and timely escalation cases for other HR groups, as needed.

• Process routine system transactions in a manner consistent with established procedures and deadlines.

• Handle a high volume of customer inquiries via Workday ticket, phone, email or voicemail.

• Update and maintain an employee's system record including tasks such as Address and marital status changes, employment verifications, job changes, promotions, step progressions, status changes, leaves of absences, suspensions, return from leaves, terminations, retirements, active deaths, and severances.

• Coordinate  Educational Assistance (EA) reimbursement to the company.  

• Analyze and process all vacation donation requests.

• Assist Compensation and Legal in resolving organizational, compensation, and other issues.

• Conduct audits and related work.

• Perform other duties as assigned.

WHAT WE'RE LOOKING FOR:

High school / GED degree required.

 

Associate degree in human resources, business management, finance, or a related field, or two to three years of advanced studies preferred.

 

Minimum three two years' experience in human resources, business, or analytical type work.

 

Physical demand level is Sedentary

 

OTHER REQUIREMENTS:

 

Ability to demonstrate the following skills and competencies:

1)      Demonstrated proficiency with computers and computer programs.

2)      Effective communication skills via telephone, email, chat, and in-person.

3)      Must have strong organizational and analytic/problem solving skills.

4)      Must be customer focused and able to express empathy.

5)      Must be willing to adapt and display a positive attitude.

6)      Must value and promote team spirit, have outstanding interpersonal skill set; exhibit professionalism within the workplace; maintain punctuality and adherence to set schedule with extra hours as needed; have solid research and follow-up skills

7)      Must be able to cope in a fast-paced, demanding environment and manage sensitive, confidential issues.

The operating hours of the Employee Service Center are 7:00 am to 6:00 pm Eastern, Monday through Friday. Successful candidate MUST be flexible to work any shift during the hours of operation.

 

Must be willing to work as much as needed to meet all deadlines and expectations.

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!

#AEPCAREERS

#AEPTEXAS

#AEPPSO

Compensation Data

Compensation Grade:

SP20-004

Compensation Range:

$25.99 - $93,188.50

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.  

Candidates will be considered based on their qualifications and the candidate’s ability to work from an approved work location. Although the location is flexible, AEP does not have a presence in all states and localities. The following locations are NOT currently approved for this position: AK, CA, CO, CT, DE, HI, IA, ID, KS, MA, ME, MS, MT, ND, NH, NJ, NM, NV, NY, OR, RI, SD, UT, VT, WY, US Territories or international work locations. AEP will consider qualified candidates who are willing to relocate to an approved work location, at the candidate’s expense, provided the relocation can be completed within a timeframe that meets AEP’s staffing needs. NOTE: All remote work locations require vetting and final approval prior to offer and/or start date. Any work locations listed as preferred or unapproved relate specifically to the requirements for this position and are not necessarily applicable to other posted positions.

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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.