Customer Advocate

Job Posting End Date

07-01-2024

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

Job Summary

Fields inbound/outbound calls from current and potential residential, small business and C&I customers. 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, e-mail, live chat and fax.

Job Description

Key Duties & Responsibilities:

Inbound Inquires
Handle all inbound calls, emails, and live chats for current and potential customers, offering a unique approach to customer service exuding enthusiasm and personality while remaining professional and courteous at all times
Handle billing, contract, and enrollment-related questions or concerns
Provide line-by-line, simple analyses of customer’s bills, communicating usage and pricing information, and delivery/energy breakdowns
Address any concerns the customer may have
Conduct inter-departmental research to resolve more complex customer issues and trouble shoot customer problems
Act as gatekeeper for customer complaints, ensuring complaint validity and monitoring the gravity of complaints, according to complaint management process, for escalation to the Team Lead and/or Care Director.
Works with utility to resolve customer issues (reduce deposit requests, resolve billing and payment issues, request activity statements, investigate meter reading issues, drops/rescissions/cancellations, etc)
Meet eCommerce requests and inquiries, e.g. facilitate online customer payments, enroll/un-enroll customer in auto pay, recover username and passwords, provide status updates on agreement start and end dates, etc.
Contribute to departmental success by being accountable for team standards, goals and values in each customer interaction
Participate in weekly reviews to listen to feedback, improve interaction skills, and enhance the customer experience.

Contract Administration
Follow up on enrollment issues to correct information, investigate reason for cancellation, etc.
Processes agency agreement forms with the utility to ensure access to customer information for customer service purposes
Facilitate customer requests involving Contract Management (drops, billing changes, etc.).

Projects
Act as the customer’s advocate by providing feedback on all customer facing projects, processes, designs, etc. to ensure intelligence from daily customer interaction is considered
Ensure quality through regular exercises monitoring agent - customer interaction and identifying individual and departmental areas for improvement
Assist in Management-led projects pertinent to New Market Entry, Customer Care and Contract Management (Utility Grouping, CRM entry, Zip Codes Research, Renewal Letter Mailers)
Notify customers of changes to their account (bill type changes, payment method availability, etc.)

Incoming Mail
Process all incoming mail from utilities (Notifications, Planned Outages, Disconnection Notices, New Supplier & AEP Energy Drop letters)
Knowledge & Skill Requirements
Advanced Excel and/or Microsoft Access skills to support data analysis.
Technical understanding of information systems.
Ability to read and interpret general business and technical documents as well as deliver concise communication to the sales team, customers and other employees.
Ability to interact with all levels of the organization.
Solid analytical and problem-solving skills
Education & Experience Requirements:

2 or more years of customer service and/or related work experience

Attributes:
Embodies AEP Energy Values
Effective problem-solving skills: ability to identify alternatives, and develop solutions in an efficient and professional manner
High emotional IQ-Superior interpersonal skills, diplomacy, win-win mindset, relationship-builder, mediator
Excellent communication skills: verbal, written and listening
High-energy, drive and ambition

Minimum Requirements :
Qualifications:

Fluency in Spanish preferred
High School Diploma or equivalent
Ability to communicate verbally and written
Ability to use MS Office products – Word, Excel
Must be able to present professional demeanor
Ability to use various computer systems – data entry, technical comprehension

Compensation Data

Compensation Grade:

SP20-001

Compensation Range:

$15.27-19.09 USD

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.

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It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all aspects 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, age, national origin, ethnicity, ancestry, veteran or military status, disability, genetic information, sexual orientation, gender identity, or any other basis prohibited by applicable law. When required by law, we must record certain information to be made part of an Affirmative Action Plan. Applicants for employment may also be invited to participate in the Affirmative Action Program by self-identifying their Race or Ethnic Identity.