Customer Advocate

AEP Energy, Inc.; United States; On-site; USD 22,000 - 28,000; Full time

Benefits offered by this job

401(k)

Pension

Health Insurance

Vacation

Educational Assistance

Job summary

AEP Energy, Inc. is seeking a customer service representative to handle inbound calls from residential customers for sales and general care inquiries.

You will liaise with Billing, Contract Management, Finance and Sales to resolve issues by phone and facilitate online payments, enrollments and account maintenance using CRM and eCommerce tools. Ideal candidates have at least two years in customer service, strong MS Office skills, and a solid analytical mindset.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

Microsoft Office

Communication

Problem solving

Education

High-school diploma

Tools

CRM software

eCommerce tools

Job description

Job Posting End Date 10-16-2026 Please note the job posting will close on the day before the posting end date

Job Summary 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.

Job Description

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

What We’re Looking For:

• 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

What 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 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!

#AEPENERGY

Compensation Data

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 (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.

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.

At American Electric Power (AEP) we provide more than electricity to our millions of customers - we energize possibilities. We’re redefining the future of energy by reducing our carbon footprint, empowering the communities we serve and building an engaged, talented workforce. All while delivering the reliable service our customers expect.

It’s an exciting time in the energy industry.

Are you ready to be part of it? We’re looking for team members to help create the grid of the future. Learn more about our commitment to creating a supportive, inclusive work culture that values different experiences.