Customer Advocate

Job Posting End Date

06-14-2025

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

Job Summary

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!

Job Description

Work Designation – For the first 5 weeks training will be onsite at 1 Riverside Plaza, Columbus, OH.  After training is complete this position will be Remote.

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:

Inbound Inquiries

• Handle inbound communication (calls, emails, live chats) for current and potential customers with a professional yet enthusiastic demeanor.

• Address billing, contract, and enrollment inquiries, providing detailed analyses of customer bills, including usage, pricing, and delivery breakdowns.

• Resolve customer concerns through inter-departmental research and troubleshooting.

• Monitor and validate customer complaints, escalating serious issues as per the complaint management process.

• Collaborate with utilities to resolve issues like deposit requests, billing/payment discrepancies, and meter reading investigations.

• Manage eCommerce inquiries, such as facilitating online payments, auto-pay enrollments, and account status updates.

• Contribute to team success by adhering to standards and participating in weekly reviews for skill enhancement.

Contract Administration

• Follow up on enrollment issues and investigate cancellations.

• Process agency agreement forms with utilities for customer service access.

• Facilitate requests related to contract management, including drops and billing changes.

Projects

• Advocate for customers by providing feedback on customer-facing projects and processes.

• Ensure quality through regular monitoring of agent-customer interactions and identifying improvement areas.

• Assist in management-led projects related to market entry, customer care, and contract management.

• Notify customers of account changes, such as billing type and payment method updates.

Incoming Mail

• Process all incoming mail from utilities, including notifications, planned outages, disconnection notices, and supplier drop letters.

What We’re Looking For:

Education: 

• High-school diploma or GED

Experience: 

• 2 or more years of customer service and/or related work experience preferred

Other Requirements:  

• Proficiency in Excel and/or Microsoft Access for data analysis.

• Technical understanding of information systems.

• Experience in the Energy Field preferred.

• Strong analytical and problem-solving skills

What You’ll Get:

$18.00 Per Hour

In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.

Compensation Data

Compensation Grade:

SP20-001

Compensation Range:

$15.58-19.47 USD

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 si