Business Services Acct Mgr Assc

American Electric Power•Buchanan, MI

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. The associate serves as each assigned customer’s single point of contact for Energy Delivery and advice on energy products and services, with the goal of achieving high customer satisfaction in electric service delivery and account maintenance while supporting the regulated operating company’s objectives. This entry-level role manages a portfolio of approximately 300–600 accounts and requires availability to assigned customers 24/7/365, except during approved vacation or paid sick time. The position develops customer relationships, provides energy-solution consultation, explains service reliability, power quality, bills, and tariffs, and coordinates service requests. It also supports energy management and efficiency initiatives, customer credit and collection activities, and responses to customer inquiries. Associates document customer activity, work with internal departments and senior-level colleagues, and represent the company in customer, industry, and community settings.

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 these 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.
Familiarity with Microsoft Word.
Experience or knowledge related to electric distribution systems, energy management, energy efficiency, and customer service in a technical environment.

Responsibilities

Serve as the primary field contact and single point of contact for assigned commercial and industrial customers; maintain 24/7/365 availability except during approved vacation or paid sick time.
Follow a proactive customer contact plan and build professional relationships with customer contacts, managers, and executives.
Promote a strong customer experience with internal and external customers and encourage the same from matrix partners.
Review customer satisfaction information and help develop plans to strengthen business relationships.
Proactively communicate with customers during power system interruptions or ahead of significant 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 use effective oral, written, and documentation skills; 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, meter technologies, service reliability, and power quality; explain these topics to customers and seek senior-level assistance as needed.
Coordinate complex, new, and expanded electric service requests with guidance from supervisors and senior staff.
Build knowledge of the Customer Information System, service terms and conditions, and general service tariffs; explain bills and analyze tariffs to address customer needs.
Participate in credit and collection activities, monitor delinquencies, reduce charged-off accounts, and collect security deposits for assigned accounts as needed.
Prepare and present simple contracts to support appropriate service and rate application and adequate company return.
Participate in sales and marketing as directed by the company.
Educate customers about economical use of electricity, company programs, industry restructuring, energy management tariffs, energy efficiency programs, products, and alternative energy options.
Work with energy efficiency program managers and implementation contractors when available; attend meetings, seminars, and webinars to enhance 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 questions about power quality, service quality, and billing.
Assist CSARs with excess high-bill orders as necessary and work with customers and internal departments to resolve problems.