CSR New Install

American Electric Power; Benton Harbor (MI); On-site; USD 63,000 - 79,000; Full time

Job summary

American Electric Power in the United States is seeking a Customer Service Representative for the New Install Process to guide customers from inquiry to service activation. You will act as the primary contact, manage scheduling with internal teams, and educate customers on energy services.

The role requires strong communication, multitasking, and CRM/Microsoft Office proficiency, with travel up to 25%. A high school diploma is required, and advanced degrees are preferred for enhanced growth

Qualifications

• High school diploma or equivalent required; associate degree in Electrical, Electronic, Civil, Mechanical Engineering Technology, Business, Communications, or a related field preferred.
• Minimum experience: 2 years with a bachelor’s degree; 4 years with an associate degree; 6 years with a high school diploma/GED.
• Previous customer service experience, preferably in utility or service industry.

Responsibilities

• Act as the primary contact for customers during new installations, addressing inquiries and concerns, and providing updates throughout the process.
• Collaborate with internal departments for timely scheduling and completion of installations, while maintaining accurate records in the CRM system.
• Educate customers on utility services and energy efficiency, contributing to process improvements for enhanced satisfaction and efficiency.
• Utilize knowledge of equipment and systems, maintaining intermediate computer literacy to perform cost-effective work.
• Train and guide employees, adhering to company policies and fostering a cooperative environment.
• Adjust work activities based on time constraints, seeking information to enhance job skills.
• Coordinate with internal departments to resolve customer concerns and ensure positive customer experience throughout the process.
• Assist in scheduling jobs and planning project activities, ensuring safe working environments and effective communication of project details.

Skills

Strong communication

Multitasking

Education

High school diploma or equivalent

Associate degree in Electrical/Engineering Tech or related field

Bachelor's degree in related field (preferred)

Tools

CRM software

Microsoft Office Suite

Job description

Job Posting End Date11-14-2026Please note the job posting will close on the day before the posting end date.Job SummaryThe Customer Service Representative for the New Install Process will play a critical role in managing the customer life cycle for new utility installations. This position involves guiding customers through the installation process, ensuring a seamless experience from initial inquiry to service activation.Job DescriptionWhat You'll Do:Act as the primary contact for customers during new installations, addressing inquiries and concerns, and providing updates throughout the process.Collaborate with internal departments for timely scheduling and completion of installations, while maintaining accurate records in the CRM system.Educate customers on utility services and energy efficiency, contributing to process improvements for enhanced satisfaction and efficiency.Utilize knowledge of equipment and systems, maintaining intermediate computer literacy to perform cost-effective work.Train and guide employees, adhering to company policies and fostering a cooperative environment.Adjust work activities based on time constraints, seeking information to enhance job skills.Network with peers, contribute to team goals, and make decisions that improve efficiency and customer satisfaction.Coordinate with internal departments to resolve customer concerns and ensure positive customer experience throughout the process.Assist in scheduling jobs and planning project activities, ensuring safe working environments and effective communication of project details.Other duties as assigned.What We're Looking For:High school diploma or equivalent required; associate degree in Electrical, Electronic, Civil, Mechanical Engineering Technology, Business, Communications, or a related field preferred.Minimum experience requirements include:2 years of utility industry experience with a bachelor’s degree.4 years of related experience with an associate degree.6 years of related experience with a high school diploma/GED.Previous customer service experience, preferably in the utility or service industry.Strong communication and interpersonal skills.Ability to manage multiple tasks and prioritize effectively.Proficient in CRM software and Microsoft Office Suite.Other Requirements:Exceptional verbal and written communication skills, with a strong emphasis on problem-solving.Proficient in Microsoft Office Suite and other relevant software applications.Strong organizational, analytical, and prioritization abilities to manage tasks effectively.Occasional travel may be necessary, ranging from 10% to 25%.Foster a culture of inquiry by promoting a questioning attitude and challenging assumptions to enhance practices and outcomes.What You’ll Get: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.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!Compensation DataCompensation Grade:SP20-005Compensation Range:$63,496.00 - $79,369.00The 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.Hear about it first! Get job alerts by email. Log in to your Candidate Home Account today! If you don't have an account, you can create one.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.