CSR New Install

American Electric Power•Buchanan, MI

8d•$63,496 - $79,369

About The Position

The Customer Service Representative for the New Install Process manages the customer life cycle for new utility installations, guiding customers from initial inquiry through service activation. The role serves as the primary customer contact, provides process updates, coordinates installation scheduling and completion with internal departments, and resolves concerns to support a positive customer experience. It also involves maintaining accurate CRM records, educating customers about utility services and energy efficiency, and contributing to process improvements. The representative may assist with scheduling jobs and planning project activities, communicate project details, and help ensure safe working environments. The role includes training and guiding employees, adjusting activities to meet time constraints, and collaborating with peers to improve efficiency and customer satisfaction. Occasional travel of 10% to 25% may be necessary.

Requirements

High school diploma or equivalent.
Minimum experience based on 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 communication and interpersonal skills, including exceptional verbal and written communication.
Strong problem-solving skills.
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.
Occasional travel may be necessary, ranging from 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.

Responsibilities

Serve as the primary contact for customers during new installations, addressing inquiries and concerns and providing updates throughout the process.
Collaborate with internal departments to schedule and complete installations on time, maintaining accurate records in the CRM system.
Educate customers about utility services and energy efficiency and contribute to process improvements.
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 based on time constraints and seek 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 support a positive customer experience.
Assist in scheduling jobs and planning project activities, promoting safe working environments and effective communication of project details.
Perform other duties as assigned.