Customer Service Account Representative

American Electric Power•Longview, TX

About The Position

This position is the primary field customer relations resource for residential and commercial customers in an assigned territory, typically covering 50,000 to 80,000 accounts depending on customer density and other factors. The representative responds to customer and public inquiries and proactively promotes company marketing programs, products, and information. With some supervision and guidance, the role demonstrates leadership and manages select accounts, including larger accounts and municipalities. The role combines customer account support with financial, technical, energy-management, and problem-solving responsibilities. It requires working knowledge of rates and tariffs, electrical distribution, meter technologies, customer service and distribution operations, and related field activities. The representative coordinates with customers and internal departments, supports energy-efficiency initiatives, documents and resolves customer issues, and represents the company in community settings and public forums.

Requirements

Bachelor's degree in Business, Communications, Engineering, Management, or another human relations- or marketing-related field, plus at least 2 years of customer contact experience; alternatively, an associate degree in a listed field plus at least 4 years of customer contact experience; or a high school diploma or GED plus at least 6 years of customer contact experience.
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.
Proficiency in Microsoft Office products, including working knowledge of Microsoft Word and Excel.
Current driver's license.
Willingness to perform on-site investigations in various terrain and weather conditions.
Professional appearance and effective oral, written, documentation, and presentation skills.

Responsibilities

Explain rates, tariffs, billing options, and tariff analyses to meet customer needs; identify additional revenue and growth opportunities.
Monitor customer delinquencies, prepare billing corrections, and maintain accurate reporting records.
Provide customers with explanations of service reliability and power quality, and apply knowledge of the electrical distribution system and meter technologies.
Assist customers with the effective and economical use of electric energy, including energy-management tariffs.
Meet proactively with assigned customers, promote company products and strategic initiatives, and provide business-related coordination or assistance.
Promote residential and business energy-efficiency programs and coordinate with program managers and implementation contractors.
Attend meetings, seminars, and webinars to enhance knowledge, and participate in company-sponsored trade shows and community events.
Serve as the company point of contact for customers in the assigned territory, including larger accounts and municipalities, while balancing customer and company needs.
Participate in community involvement within the assigned territory and primarily serve residential and small commercial customers.
Coordinate customer concerns with internal departments and investigate, resolve, remediate, and accurately document customer issues and complaints in a timely manner.
Maintain compliance with Utility Commission guidelines and analyze high-bill complaints to provide reasonable explanations.
Guide customers toward possible solutions, including energy-efficient equipment and practices, with moderate direction.
Assist other departments with access issues and help Engineering coordinate new-service requirements, including load estimation and contract acquisition; act as a liaison between customers and the company when needed.
Represent the company professionally, communicate effectively with internal and external customers, document work, and assist with presentations and special projects.
Perform on-site investigations in varying terrain and weather conditions.