Cust Srvc Acct Rep Assoc- Sr

American Electric Power•Kingsport, TN

1d•Onsite

About The Position

This position serves as the primary field customer relations resource for residential and commercial customers within an assigned geographic territory, typically encompassing 40,000 to 60,000 accounts. The role involves both reactive responses to customer and public inquiries and proactive promotion of company marketing programs, products, and information. Incumbents are expected to learn, build relationships, and progress through associate, representative, and senior levels, with increasing autonomy and expertise in financial responsibility, technical knowledge, energy management, customer relationship management, problem-solving, and communication. The position requires a customer-first mindset and active community involvement.

Requirements

Bachelor's degree in Business, Communications, Engineering, Management, Human Relations, or Marketing related field with a minimum of 0 years customer contact experience (for Associate level), 2 years (for Representative level), or 4 years (for Senior level), with knowledge of field activities related to the technical aspects of customer services and distribution operations.
OR Associate degree in a study listed above with a minimum of 3 years customer contact experience (for Associate level), 4 years (for Representative level), or 6 years (for Senior level), with knowledge of field activities related to the technical aspects of customer services and distribution operations.
OR HS Diploma or GED with a minimum of 4 years customer contact experience (for Associate level), 6 years (for Representative level), or 8 years (for Senior level), with knowledge of field activities related to the technical aspects of customer services and distribution operations.
Must possess a current Driver's license.
Must have working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations and construction.
Must have good to excellent communication and problem-solving skills.
Must have the ability to establish and maintain effective business relationships internally and externally.
Must be proficient in Microsoft Office Products (Word, Excel).
Willingness to perform on-site investigations in various terrain and weather conditions.

Nice To Haves

Certification as a Certified Energy Manager (CEM) or other Energy Rating certification.

Responsibilities

Exhibit understanding of rates and tariffs to provide billing options, explanations, and tariff analysis to meet customer needs.
Assist in seeking additional revenue and growth opportunities.
Monitor customer delinquencies to reduce charged-off accounts.
Prepare billing corrections to remedy inaccurate billings.
Maintain accurate reporting records.
Possess knowledge and understanding of the distribution electrical system, service reliability, and power quality.
Understand meter technologies and their applications.
Counsel customers on the effective and economical use of electric energy, including energy management tariffs.
Proactively meet with assigned customers and promote products and initiatives that support company strategic goals.
Provide business-related coordination or assistance to assigned customers.
Understand and proactively market company residential and business energy efficiency programs.
Work closely with energy efficiency program managers and implementation contractors.
Attend, organize, and promote meetings, seminars, and webinars to enhance knowledge.
Participate in company-sponsored marketing opportunities at trade shows and various community events.
Serve as the company point of contact for customers in the assigned area, including managing the needs of larger accounts and municipalities.
Balance the needs of the customer and the company, practicing a customer experience mindset.
Be actively engaged in community involvement within the assigned territory.
Develop and apply problem-solving skills to coordinate concerns and needs between customers and other internal departments.
Provide timely investigation, resolution, and remediation of customer issues and complaints, with accurate documentation.
Maintain compliance within Utility Commission guidelines.
Formulate analysis of high bill complaints and provide reasonable explanations to customers.
Guide customers towards possible solutions, including energy-efficient equipment and practices.
Assist other departments with resolving access issues.
Assist Engineering with coordination of new service requirements, such as load estimation and contract acquisition, and act as a liaison between the customer and the company.
Present a professional appearance in representing the company at all times.
Communicate effectively, both orally and in writing, with internal and external customers.
Exhibit effective documentation skills and proficiency with Microsoft Word and Excel.
Demonstrate competency in presentation skills and willingness to assist with facilitating special projects.
Gain experience in representing the Company in public forums.
Provide expert analysis and explanation for complex service reliability and power quality issues, including power factor penalties and corrections.
Possess superior understanding of technologies such as alternative energy, distributed generation, and energy storage, and their billing implications.
Possess thorough working knowledge of operations of electrical products (e.g., heat pumps, energy storage systems, high-efficient lighting) and advise customers of best options.
Serve as a departmental liaison between other departments such as Engineering, and assist with load calculations.
Serve as an energy advisor to customers, identifying energy-saving opportunities and making appropriate recommendations.
Provide assistance and guidance to other Customer Service Account Representatives.