Business Services Acct Mgr Assc

American Electric Power•Niles, MI

11h

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 to 750 kW, serving as their single point of contact for Energy Delivery and advice on energy products and services. The position aims to provide high customer satisfaction in electric service delivery and account maintenance, consistent with the goals and objectives of the regulated operating company. This is an entry-level role with a portfolio of 300–600 assigned accounts. The associate develops customer relationships, responds to service and billing concerns, explains basic electrical system, reliability, power quality, and tariff matters, and coordinates service requests with guidance from senior staff. The role also supports energy-efficiency education and programs, customer communications, credit and collections, and company sales and marketing activities. The associate represents the company professionally to customers and in 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
Associate degree in one of the listed fields of study and at least 4 years of customer service experience in a technical environment; or
High school diploma or GED and at least 6 years of customer service experience in a technical environment.
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 other Energy Rating Certification.

Responsibilities

Serve as the primary field point of contact for assigned customers, with 24/7/365 availability except during approved vacation or paid sick time.
Proactively build and maintain relationships with customer contacts, managers, and executives.
Promote a strong customer experience with internal and external customers and encourage the same approach among matrix partners.
Review customer satisfaction results and develop mutually beneficial plans to strengthen business relationships.
Interface with customers during power system interruptions and in anticipation of significant regulatory, political, or industry changes.
Consult with customers about energy solutions to lower costs or address electrically powered process needs.
Represent the company professionally and communicate effectively in writing and orally; document key customer activities in ADAM and MACSS.
Participate in industry and community activities and organizations.
Explain basic distribution electrical system concepts, electrical units, service reliability, and power quality to customers; seek assistance from senior associates when needed.
Gain familiarity with meter technologies and coordinate complex, new, and expanded electric service requests with guidance from supervision and senior staff.
Explain bills and analyze tariffs to meet customer needs; participate in credit and collections and monitor delinquencies to reduce charged-off accounts and collect security deposits as needed.
Develop and present simple contracts to support proper service and rate application and adequate company returns.
Participate in sales and marketing activities as directed by the company.
Educate customers about economical electric energy use, energy-management tariffs, company programs, and industry restructuring.
Work with energy-efficiency program managers and implementation contractors, attend meetings and educational events, and promote energy-efficiency programs to customers.
Represent company marketing opportunities at trade shows and community events.
Respond to customer inquiries, including power quality, quality of service, and billing questions; assist CSARs with excess high-bill orders as necessary.
Develop problem-solving skills and work effectively with customers and internal departments.