CSR New Install

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

Job summary

American Electric Power is seeking a Customer Service Representative for the New Install Process in Michigan. You will guide customers from inquiry to activation, coordinate with internal teams, and maintain CRM records to ensure a seamless installation experience.

You will educate customers on energy services, support process improvements, and adapt to changing schedules. Strong communication and organizational skills are essential for success.

Qualifications

• 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.

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.
• 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.

Skills

Customer service experience

Strong communication

Multitasking

Interpersonal skills

Education

High school diploma or GED

Associate degree in a related field

Bachelor’s degree in a related field

Tools

CRM software

Microsoft Office Suite

Job description

Job Posting End Date

11-14-2026

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

Job Summary

The 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 Description

What 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 Data

Compensation Grade

SP20-005

Compensation Range

$63,496.00 - $79,369.00

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.

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.