New Install Customer Experience Specialist

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

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