Customer Services Account Representative Associate

American Electric Power•Wayne, IN

11h•Hybrid

About The Position

The position serves as the primary field customer relations resource for residential and commercial customers within an assigned territory. This role supports a territory that may include approximately 40,000 to 60,000 accounts, depending on customer density and other factors. The position is designed for someone who is eager to learn, comfortable working with technology and new systems, and interested in building a long-term foundation within the company. Under close supervision and guidance, this associate will respond to customer and public inquiries, support customer needs in the office and field, and proactively promote company marketing programs, products, and information. The role offers growth potential, but is not intended as an immediate senior-level position.

Requirements

Bachelor’s degree in Business, Communications, Engineering, Management, or another Human Relations or Marketing-related field; or Associate degree in one of the listed areas with a minimum of 3 years of customer contact experience and knowledge of field activities related to the technical aspects of customer services and distribution operations; or High school diploma or GED with a minimum of 4 years of customer contact experience and knowledge of field activities related to the technical aspects of customer services and distribution operations.
Must have working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations and construction.
Must possess a current Driver license.
Current driver’s license required.

Nice To Haves

Comfortable learning new technology, software, and systems
Interest in a growth-oriented role with long-term potential
Open to starting in an associate-level position and building knowledge over time
Willingness to learn the company and grow into the role
Strong communication and problem-solving skills
Ability to establish and maintain effective internal and external business relationships
Proficiency in Microsoft Office products
Willing to perform on-site investigations in various terrain and weather conditions

Responsibilities

Demonstrate a basic understanding of rates and tariffs to provide billing explanations, billing options, and tariff analysis to support customer needs.
Assist in identifying revenue and growth opportunities, monitor customer delinquencies to help reduce charged-off accounts, support billing corrections, and maintain accurate reporting records.
Develop entry-level knowledge of the distribution electrical system.
Provide customers with service reliability and power quality explanations and become familiar with meter technologies and their applications.
Assist customers with the effective and economical use of electric energy, including energy management tariffs.
Meet with assigned customers to promote products and initiatives that support company strategic goals and provide business-related coordination or assistance as needed.
Build working knowledge of residential and business energy efficiency programs and proactively market them.
Partner with energy efficiency program managers and implementation contractors.
Attend meetings, seminars, webinars, trade shows, and community events to strengthen knowledge and support marketing efforts.
Serve as a company point of contact for customers in the assigned area under the guidance of more experienced employees.
Support the needs of larger accounts and municipalities as needed, while understanding how to balance customer and company needs.
Use a customer experience mindset, engage in community involvement within the territory, and primarily support residential and small commercial customers.
Develop problem-solving skills and coordinate customer concerns with internal departments under the guidance of higher-level employees.
Investigate, resolve, and document customer issues and complaints in a timely manner while maintaining compliance with Utility Commission guidelines.
Apply basic analysis techniques to evaluate high bill complaints and provide reasonable explanations.
Help customers identify solutions, including energy-efficient equipment and practices.
Assist other departments with access issues and support Engineering with new service requirements, including load estimation, contract acquisition, and customer liaison support.
Represent the company professionally at all times.
Communicate effectively, both orally and in writing, with internal and external customers.
Maintain strong documentation skills and working knowledge of Microsoft Word and Microsoft Office products.
Develop comfort in representing the company to customers and internal stakeholders, demonstrate the ability to deliver effective oral presentations to groups, and assist with special projects as needed.