[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: Two (2) or more years of customer service and/or related work experience preferred
• Advanced knowledge of Microsoft Office
• Technical understanding of information systems
• Energy background preferred
• Solid analytical and problem-solving skills

Requirements

• Compensation Grade: SP20-001
• Compensation Range: $16.04 - $20.06
• The Physical Demand Level for this job is: S – Sedentary Work
• Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently
• Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time
• Candidates will be considered based on their qualifications and the candidate’s ability to work from an approved work location
• Locations NOT currently approved for this position include: 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

Benefits

• In addition to base salary, AEP offers competitive total rewards including: discretionary annual/long-term incentives, 401(k), pension, health insurance, vacation, educational assistance, etc.