Customer Service Account Representative

American Electric Power•Longview, TX

6d•$63,496 - $79,369

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 is expected to demonstrate leadership, manage select accounts under supervision and guidance, respond to customer and public inquiries, and proactively promote company marketing programs, products, and information. The role supports customer needs involving billing, tariffs, electrical distribution, reliability, power quality, energy management, and efficiency programs. It serves as a point of contact for assigned customers—including larger accounts and municipalities—and coordinates with internal departments, contractors, and customers to investigate and resolve concerns. The representative also participates in company marketing and community events and represents the company in public forums.

Requirements

Bachelor's degree in Business, Communications, Engineering, Management, or another Human Relations- or Marketing-related field, with at least 2 years of customer-contact experience; alternatively, an associate degree in a listed field with at least 4 years of customer-contact experience, or a high school diploma or GED with at least 6 years of customer-contact experience.
Knowledge of field activities related to the technical aspects of customer services and electrical distribution operations.
Working knowledge of field activities related to electrical distribution operations and construction.
Excellent communication and problem-solving skills and the ability to establish and maintain effective internal and external business relationships.
Proficiency in Microsoft Office products.
Current driver's license.
Willingness to perform on-site investigations in various terrain and weather conditions.

Responsibilities

Explain rates, tariffs, billing options, and tariff analyses to meet customer needs.
Identify revenue and growth opportunities, monitor delinquencies, prepare billing corrections, and maintain accurate reporting records.
Explain service reliability and power quality, and apply knowledge of the electrical distribution system and meter technologies.
Advise customers on effective and economical use of electric energy, including energy management tariffs.
Meet proactively with assigned customers, promote company products and initiatives, and coordinate business-related assistance.
Market residential and business energy-efficiency programs and work with program managers and implementation contractors.
Attend meetings, seminars, and webinars, 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.
Balance customer and company needs, practice a customer-experience mindset, and participate in community involvement.
Coordinate customer concerns with internal departments and investigate, resolve, remediate, and document customer issues and complaints promptly.
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.
Assist other departments with access issues and assist Engineering with new-service coordination, 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.