[Hiring] Customer Advocate @American Electric Power

Role Description

Fields inbound calls from current and potential residential customers for call types including sales, care and collections. Facilitates mass market customers' understanding of the energy market and provides step-by-step instructions which enable the customer to complete the online, direct mail, or phone enrollment onto AEP Energy Supply Service. Acts as liaison between Billing, Contract Management, Finance, Sales and the customer's Utility, utilizing information from various departments and utility resources to resolve problems and respond to customer inquiries by phone. Creates research requests on behalf of residential customers.

What You'll Do:

• Handle inbound calls from residential customers regarding sales and general care inquiries
• Act as liaison between Billing, Contract Management, Finance and Sales teams to resolve problems and respond to customer inquiries by phone
• Facilitate online customer payments, enrollments and account maintenance using relationship management tools and eCommerce software
• Meet/exceed departmental KPI’s related to internal and external customer support expectations
• Provide feedback to leadership related to customer facing projects, processes, designs while advocating for the customer
• Create research requests on behalf of residential customers

Qualifications

• Education: High-school diploma
• Experience: 2 or more years of customer service and/or related work experience preferred

Requirements

• Advanced knowledge of Microsoft Office
• Technical understanding of information systems
• Energy background preferred
• Solid analytical and problem-solving skills

Benefits

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!