Business Services Account Manager Associate

American Electric Power•Muncie, IN

1d•$63,496 - $79,369

About The Position

The Business Services Account Manager Associate proactively manages AEP's relationships with large and medium-sized commercial and industrial customers, approximately 100–750 kW, serving as their single point of contact for Energy Delivery and advice on energy products and services. The role seeks high customer satisfaction in electric service delivery and account maintenance while supporting the regulated operating company's goals. This is an entry-level role with a portfolio of approximately 300–600 assigned account customers. The associate develops customer relationships, responds to service and billing inquiries, and provides basic explanations about distribution systems, electric service reliability, power quality, tariffs, and energy use. With guidance from senior staff and supervision, the associate coordinates complex, new, and expanded electric service requests, supports account and financial processes, and helps customers identify energy solutions and efficiency opportunities. The position includes representing the company to customers and participating in industry, community, and company-sponsored marketing activities.

Requirements

Bachelor's degree in Business, Finance, Marketing, Engineering, or Industrial Technology, with at least 2 years of customer service experience in a technical environment; or an Associate degree in one of these fields with at least 4 years of such experience; or a high school diploma or GED with at least 6 years of such experience.
Strong proficiency in Microsoft Office products.
Valid driver's license.
Availability to assigned customers 24/7/365 except while on approved vacation or paid sick time.

Nice To Haves

Certification as a Certified Energy Manager (CEM) or another Energy Rating Certification is preferred.

Responsibilities

Serve as the primary field contact for assigned customers and maintain availability to them 24/7/365 except during approved vacation or paid sick time.
Proactively develop relationships with customer contacts, including key managers and executives, and foster a strong customer experience with internal and external customers.
Review customer satisfaction information and develop plans to strengthen business relationships.
Communicate with customers during power system interruptions and in anticipation of significant regulatory, political, or industry changes.
Consult with customers on energy solutions to lower costs or address electrically powered process needs.
Represent the company professionally and communicate effectively in writing and verbally; document customer activities in ADAM and MACSS.
Participate in industry and community activities and organizations.
Provide basic explanations of the distribution electrical system, electric units, service reliability, power quality, and meter technologies.
With guidance from supervision and senior staff, coordinate complex, new, and expanded electric service requests.
Develop familiarity with the Customer Information System, service terms and conditions, and general service tariffs; provide billing explanations and tariff analysis.
Participate in credit and collection processes, monitor customer delinquencies, reduce charged-off accounts, and collect security deposits as needed.
Prepare and present simple contracts with guidance to support proper service and rate application and adequate company returns.
Participate in sales and marketing activities as directed by the company.
Educate and assist customers on economical electric energy use, energy management tariffs, company programs, industry restructuring, and alternative energy options.
Work with energy efficiency program managers and implementation contractors, attend educational meetings and events, and promote energy efficiency programs to customers.
Participate in company-sponsored marketing opportunities at trade shows and community events.
Respond to customer inquiries, including power quality, service quality, and billing questions.
Assist CSARs with excess high-bill orders as necessary and work with customers and internal departments to resolve problems.