Customer Advocate

American Electric Power; Columbus (OH); On-site; USD 22,000 - 28,000; Full time

Job summary

American Electric Power in Columbus, OH is hiring for a Call Center Customer Service Representative to handle inbound calls from residential customers about sales and care inquiries. You will coordinate with Billing, Contract Management, Finance and Sales to resolve issues by phone and help customers with online payments, enrollments and account maintenance.

We seek candidates with at least 2 years in customer service, strong problem-solving, and solid knowledge of Microsoft Office and

Qualifications

• High-school diploma required.
• 2+ years of customer service experience preferred.
• Advanced Microsoft Office knowledge.
• Technical understanding of information systems.
• Energy background preferred.

Responsibilities

• Handle inbound calls from residential customers regarding sales and general care inquiries.
• Serve as liaison between Billing, Contract Management, Finance and Sales by phone.
• Facilitate online payments, enrollments and account maintenance.
• Meet/exceed KPI expectations for customer support.
• Provide feedback to leadership on customer-facing projects.

Skills

Customer service

Microsoft Office

Info systems

Analytical skills

Energy background

Education

High-school diploma

Job description

Job Posting End Date10-16-2026Please note the job posting will close on the day before the posting end dateJob SummaryFields 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.Job DescriptionWhat You'll Do:Handle inbound calls from residential customers regarding sales and general care inquiriesAct as liaison between Billing, Contract Management, Finance and Sales teams to resolve problems and respond to customer inquiries by phoneFacilitate online customer payments, enrollments and account maintenance using relationship management tools and eCommerce softwareMeet/exceed departmental KPI’s related to internal and external customer support expectationsProvide feedback to leadership related to customer facing projects, processes, designs while advocating for the customerCreate research requests on behalf of residential customersWhat We're Looking For:Education: High-school diplomaExperience: Two (2) or more years of customer service and/or related work experience preferredAdvanced knowledge of Microsoft OfficeTechnical understanding of information systemsEnergy background preferredSolid analytical and problem-solving skillsWhat You'll Get: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.Where Putting the Customer First Powers Everything We DoAt 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!#AEPENERGYCompensation DataCompensation Grade:SP20-001Compensation Range:$16.04 - $20.06The 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.Candidates will be considered based on their qualifications and the candidate’s ability to work from an approved work location. Although the location is flexible, AEP does not have a presence in all states and localities. The following locations are NOT currently approved for this position: 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, provided the relocation can be completed within a timeframe that meets AEP’s staffing needs. NOTE: All remote work locations require vetting and final approval prior to offer and/or start date. Any work locations listed as preferred or unapproved relate specifically to the requirements for this position and are not necessarily applicable to other posted positions.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.