CSR New Install

American Electric Power•Buchanan, MI

About The Position

The Customer Service Representative for the New Install Process manages the customer life cycle for new utility installations. The role guides customers from their initial inquiry through service activation, providing updates and addressing questions and concerns throughout the installation process. It works with internal departments to coordinate and complete installations, maintain accurate CRM records, and resolve customer concerns. The representative also educates customers about utility services and energy efficiency and contributes to improvements in customer satisfaction and process efficiency. The position involves using equipment and systems knowledge and computer skills to perform work cost-effectively. It includes training and guiding employees, adjusting activities to meet time constraints, building job skills, contributing to team goals, helping schedule jobs and plan project activities, and supporting safe work environments and clear project communication. Occasional travel may be necessary, ranging from 10% to 25%.

Requirements

High school diploma or equivalent.
Minimum experience requirements vary by education: 2 years of utility industry experience with a bachelor’s degree; 4 years of related experience with an associate degree; or 6 years of related experience with a high school diploma or GED.
Previous customer service experience, preferably in the utility or service industry.
Strong verbal and written communication and interpersonal skills, with an emphasis on problem-solving.
Ability to manage multiple tasks and prioritize effectively.
Proficiency in CRM software, Microsoft Office Suite, and other relevant software applications.
Strong organizational and analytical abilities.
Ability to travel occasionally, approximately 10% to 25%.
Promote a questioning attitude and challenge assumptions to enhance practices and outcomes.

Nice To Haves

Associate degree in Electrical, Electronic, Civil, or Mechanical Engineering Technology, Business, Communications, or a related field.
Customer service experience in the utility or service industry.

Responsibilities

Serve as the primary contact for customers during new installations, responding to inquiries and concerns and providing process updates.
Coordinate with internal departments to schedule and complete installations in a timely manner.
Maintain accurate records in the CRM system.
Educate customers about utility services and energy efficiency.
Contribute to process improvements that enhance customer satisfaction and efficiency.
Use knowledge of equipment and systems and intermediate computer literacy to perform cost-effective work.
Train and guide employees, follow company policies, and foster a cooperative environment.
Adjust work activities to time constraints and seek information to improve 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 support a positive customer experience.
Assist with job scheduling and project activity planning, promoting safe work environments and effective communication of project details.
Perform other duties as assigned.