New Install Customer Experience Specialist

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

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.