Customer Advocate

Job Posting End Date 10-16-2026 Please note the job posting will close on the day before the posting end date Job Summary Fields inbound calls from current and potential residential customers for call types including sales, care and collections. 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. Creates research requests on behalf of residential customers.

Job Description What You'll Do: Handle inbound calls from residential customers regarding sales and general care inquiries Act as liaison between Billing, Contract Management, Finance and Sales teams to resolve problems and respond to customer inquiries by phone Facilitate online customer payments, enrollments and account maintenance using relationship management tools and eCommerce software Meet/exceed departmental KPI’s related to internal and external customer support expectations Provide feedback to leadership related to customer facing projects, processes, designs while advocating for the customer Create research requests on behalf of residential customers What We're Looking For: Education: High-school diploma Experience: Two (2) or more years of customer service and/or related work experience preferred Advanced knowledge of Microsoft Office Technical understanding of information systems Energy background preferred Solid analytical and problem-solving skills What You'll Get: In addition to base salary, AEP offers competitive total rewards including: discretionary annual/long-term incentives, 401(k), pension, health insurance, vacation, educational assistance, etc. Where Putting the Customer First Powers Everything We Do At AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you! #AEPENERGY Compensation Data Compensation Grade: SP20-001

Compensation Range: $16.04 - $20.06 The Physical Demand Level for this job is: S – Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met. 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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