Cust Svcs Acct Rep

American Electric Power•New Haven, IN

5d•Onsite

About The Position

This position is the primary field customer relations resource, for residential and commercial customers in an assigned territory. The geographic territory assignment will typically include 50,000 to 80,000 accounts, depending on customer density and other pertinent parameters. Incumbents in this position should demonstrate leadership abilities, and will generally be expected to manage select accounts within the territory under some supervision and guidance. The positon requires reactive response to customer and public inquiries, as well as proactive promotion of company marketing programs, products, and information.

Requirements

Bachelor’s degree in business, Communications, Engineering, Management or other Human Relations or Marketing related field, with a minimum of 2 years customer contact experience, with knowledge of field activities related to the technical aspects of customer services and distribution operations.
Associate degree in a study listed above with a minimum of 4 years customer contact experience, with knowledge of field activities related to the technical aspects of customer services and distribution operations.
HS Diploma or GED with a minimum of 6 years customer contact experience, with knowledge of field activities related to the technical aspects of customer services and distribution operations.
Working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations and construction.
Excellent communication and problem-solving skills.
Ability to establish and maintain effective business relationships internally and externally.
Proficient in Microsoft Office Products.
Possess a current Driver’s license.
Willing to perform on-site investigations if needed in various terrain and weather conditions.

Nice To Haves

Intermediate level knowledge and understanding of the distribution electrical system.

Responsibilities

Serves as Primary Point of Contact for all service orders.
Balances the needs of the customer and the company.
Practices the customer experience mindset.
Engages in community involvement within the assigned territory.
Develops good problem-solving skills and coordinates concerns and needs between customers and other internal departments.
Provides timely investigation, resolution and remediation of customer service orders, issues and complaints, with accurate documentation.
Maintains compliance within Utility Commission's guidelines.
Guides customers towards possible solutions, including energy efficient equipment and practices.
Assists other departments with resolving access issues.
Assists Engineering and other Distribution teams with coordination of service requirements and acts as liaison between the customer and the company.
Presents a professional appearance in always representing the company.
Demonstrates excellent oral and written communication skills with internal and external customers.
Exhibits effective documentation skills.
Possesses a working knowledge of Microsoft Word and Excel.
Demonstrates competency in presentation skills and willingness to assist with facilitating special projects.
Provides service reliability and power quality explanations to assigned customers.
Demonstrates an understanding of meter technologies and applications.