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SalaryJob Summary
Job Description SummaryUnder direct supervision, assist external customers by telephone, Internet, email, and correspondence. Answer questions, support back office customer transactions, correct bills, perform credit and collections, ensure account security, provide outage call processing, inform/educate customers on programs, and perform all other direct customer facing support activities.
Job Description
ESSENTIAL JOB FUNCTIONS:
1) Process customer requests for service, answer customer inquiries and resolve customer complaints via telephone, Internet, email, and written correspondence.
2) Process account maintenance transactions related to external collection functions, negotiate payment arrangements with delinquent account holders, perform inbound and outbound collection calls, respond to collection vendor inquiries, investigate fraud and bill disputes, and support of collection functions overall.
3) Complete billing adjustments as needed, including processing no-bill and internal bill warning messages. Analyze and recalculate bills, initiate and complete field investigation orders, and other work related to rendering customers an accurate bill.
4) Support outage call handling and storm response.
5) Work cross-functionally to complete daily job tasks and provide backup to others in the department.
6) Protect confidential customer information.
MINIMUM REQUIREMENTS:
Education: High School diploma or GED Work.
Experience: Minimum one (1) year relevant customer service experience
OTHER REQUIREMENTS:
Successful completion of PSI Test Battery and ETC Call Center Simulation Selection TestMust be available to work overtime, call-out overtime and shift work as required.
Must possess knowledge of proper English usage for oral and written communications including grammar and spelling, and basic mathematics.
1) Process customer requests for service, answer customer inquiries and resolve customer complaints via telephone, Internet, email, and written correspondence.
2) Process account maintenance transactions related to external collection functions, negotiate payment arrangements with delinquent account holders, perform inbound and outbound collection calls, respond to collection vendor inquiries, investigate fraud and bill disputes, and support of collection functions overall.
3) Complete billing adjustments as needed, including processing no-bill and internal bill warning messages. Analyze and recalculate bills, initiate and complete field investigation orders, and other work related to rendering customers an accurate bill.
4) Support outage call handling and storm response.
5) Work cross-functionally to complete daily job tasks and provide backup to others in the department.
6) Protect confidential customer information.
MINIMUM REQUIREMENTS:
Education: High School diploma or GED Work.
Experience: Minimum one (1) year relevant customer service experience
OTHER REQUIREMENTS:
Successful completion of PSI Test Battery and ETC Call Center Simulation Selection TestMust be available to work overtime, call-out overtime and shift work as required.
Must possess knowledge of proper English usage for oral and written communications including grammar and spelling, and basic mathematics.
Compensation Data
Compensation Grade:
N028-232Compensation Range:
$16.50-18.13 USDCandidates 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.
