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Bilingual Customer Service Representative

2 months ago

Columbus, Ohio, United States American Electric Power Company, Inc. Full time

Position Overview:

The Bilingual Customer Advocate serves as a vital link between our clients and the services provided by American Electric Power Company, Inc. This role is essential in assisting both current and prospective customers in navigating the energy market, ensuring they receive comprehensive support throughout their engagement with our services.

Key Responsibilities:

  • Customer Interaction: Manage all incoming communications from customers, including calls, emails, and live chats, while delivering exceptional service with a positive demeanor.
  • Billing and Enrollment Support: Address inquiries related to billing, contracts, and enrollment processes, providing clear explanations and solutions.
  • Issue Resolution: Conduct thorough investigations to resolve complex customer issues, collaborating with various departments to ensure customer satisfaction.
  • Utility Coordination: Work closely with utility providers to address customer concerns, including billing discrepancies and service interruptions.
  • eCommerce Assistance: Facilitate online transactions and account management tasks, such as payment processing and enrollment changes.
  • Quality Assurance: Participate in regular feedback sessions to enhance service delivery and customer interaction skills.

Contract Management:

Ensure accurate processing of customer agreements and follow up on any discrepancies or cancellations, maintaining effective communication with all stakeholders.

Project Involvement:

Actively contribute to customer-focused projects, providing insights based on customer interactions to improve overall service quality.

Mail Processing:

Handle all incoming correspondence from utilities, ensuring timely and accurate responses to customer notifications.

Qualifications:

  • Fluency in both Spanish and English.
  • Proficient in Microsoft Excel and/or Access for data analysis.
  • Strong analytical and problem-solving capabilities.
  • Excellent communication skills, both verbal and written.
  • Minimum of two years of experience in customer service or a related field.

Work Environment:

This position is designated as remote, allowing for flexibility while maintaining a commitment to delivering outstanding customer service.