Business Services Account Manager Associate

American Electric Power•Marion, IN

About The Position

The Business Services Account Manager Associate proactively manages the company’s relationships with large and medium-sized commercial and industrial customers, approximately 100–750 kW. Serving as each customer’s single point of contact for Energy Delivery and advice on energy products and services, the associate works to provide high customer satisfaction in electric service delivery and account maintenance, consistent with the regulated operating company’s goals. This is an entry-level role with an assigned portfolio of 300–600 customer accounts. The associate manages customer relationships and inquiries, provides basic consultation on energy solutions and electric service, supports service requests and account maintenance, and helps customers understand billing, tariffs, energy efficiency programs, and economical energy use. The role involves representing the company with customers and in community and industry settings, documenting customer activities, and coordinating with internal teams and senior associates as needed. Assigned customers must be reachable 24/7/365 except during approved vacation or paid sick time.

Requirements

Bachelor’s degree in Business, Finance, Marketing, Engineering, or Industrial Technology and at least 2 years of customer service experience in a technical environment; or an associate degree in one of those fields and at least 4 years of such experience; or a high school diploma or GED and 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 and single point of contact for assigned customers, maintaining 24/7/365 availability except during approved vacation or paid sick time.
Proactively develop relationships with customer contacts, including key managers and executives, and follow a plan for customer engagement.
Promote a strong customer experience and evaluate customer satisfaction information to develop plans that strengthen business relationships.
Interface with customers during power system interruptions or anticipated regulatory, political, or industry changes.
Consult with customers on energy solutions to help lower costs or identify electrically powered process needs.
Represent the company professionally and communicate effectively with internal and external customers; document key customer activities in ADAM and MACSS.
Participate in industry and community activities and organizations.
Develop basic knowledge of the distribution electrical system, electrical units, service reliability, power quality, and meter technologies; seek senior-level assistance as needed.
Coordinate complex, new, and expanded electric service requests with guidance from supervisors and senior staff.
Explain customer bills and analyze tariffs; participate in credit and collection activities, monitor delinquencies, and collect security deposits as needed.
Prepare and present simple contracts to support proper service and rate application and an adequate return for the company.
Participate in sales and marketing activities as directed by the company.
Educate customers about economical electric energy use, energy management tariffs, company programs, industry restructuring, energy efficiency products, and alternative energy options.
Work with energy efficiency program managers and implementation contractors; attend meetings, seminars, and webinars to improve knowledge.
Meet proactively with customers to promote energy efficiency programs and participate in company-sponsored 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.
Develop problem-solving skills and work effectively with customers and internal departments.