Business Services Account Manager Associate

Indiana Michigan Power Company; United States; On-site; USD 63,000 - 79,000; Full time

Job summary

American Electric Power seeks an entry-level BSAM Associate to manage relationships with large commercial and industrial customers, serving as the primary contact for energy delivery and advisory services. The role entails maintaining 300-600 customer portfolios with a focus on exceptional service while operating within the regulated framework.

The candidate should bring strong communication skills, a solid understanding of energy products, and the ability to coordinate with internal teams;

Qualifications

• Bachelor's degree or higher in business/technical field with customer service experience in a technical environment.
• Associate Degree with 4+ years in a technical customer service role.
• High school diploma with 6+ years in a technical customer service role.

Responsibilities

• Serve as the primary field point of contact for assigned customers with 24/7/365 availability.
• Follow a proactive plan to meet and develop relationships with contacts for assigned customers.
• Demonstrate ability to develop professional relationships with key managers and executives.
• Demonstrate a strong customer experience mindset with internal and external customers and encourage a similar mindset from matrix partners.
• Gain familiarity in evaluating historical customer satisfaction survey results and develop mutually beneficial plans.
• Proactively interface with assigned customers during power system interruptions or notable regulatory/political changes.
• Provide Energy Solution consultation based on customer needs to lower costs or identify electrically powered processes.

Skills

Customer service

Relationship management

Communication

Professional appearance

Education

Bachelor's degree in Business, Finance, Marketing, Engineering or Industrial Technology

Associate Degree with 4+ years customer service in a technical environment

High school diploma or GED with 6+ years customer service in a technical environment

Tools

ADAM

MACSS

Microsoft Office

Job description

Job Summary

Proactively manage the company's relationship with large and medium sized commercial and industrial customers (approximate size between 100 and 750 kW) by serving as the customers' single point of contact for Energy Delivery and advice on energy products & services. The account manager strives for the highest levels of customer satisfaction in the delivery of electric service and account maintenance to each customer. Exceptional customer service is the goal, and is sought in a manner consistent with the goals and objectives of the regulated operating company. The Associate position is entry level. The BSAM Associate will be assigned a portfolio of 300-600 assigned account customers.

Job Description

What You’ll Do:

Customer Relationship Management

• Serve as the primary field point of contact for assigned customers with 24/7/365 availability.


• Follow a proactive plan to meet and develop relationships with contacts for assigned customers.


• Demonstrate ability to develop professional relationships with key managers and executives for assigned customers.


• Demonstrate a strong customer experience mindset with internal and external customers and encourage a similar mindset from matrix partners.


• Gain familiarity in evaluating historical customer satisfaction survey results and develop mutually beneficial plans to strengthen the business relationship.


• Proactively interface with assigned customers during power system interruptions or in anticipation of significant regulatory/political/industry change.


• Provide Energy Solution consultation based on customer's needs to lower costs or identify electrically powered process needs.

Communication Skills

• Present a professional appearance in representing the company at all times.


• Exhibit good oral and written communication skills, effective documentation skills and demonstrate familiarity with Microsoft Word.


• Exhibit comfort level with representing the Company to our internal and external customers.


• Document key customer activities in ADAM and MACSS.


• Participate in industry and community activities and organizations.

Technical Expertise

• Possess entry-level knowledge and basic understanding of the distribution electrical system and its components.


• Gain a basic understanding of electrical units including kW, kWh and kVAR as they relate to billing, capacity, power factor correction, etc.


• Provide basic service reliability and power quality explanations to assigned customers.


• Enlist assistance of senior level associates, as needed.


• Gain familiarity of meter technologies and their applications.


• With guidance from supervision and senior level staff, coordinate complex, new and expanded electric service requests.

Financial Responsibility

• Develop basic understanding of the Customer Information System.


• Develop a basic understanding of Terms and Conditions of Service as well as General Service tariffs, as approved by state regulatory commissions.


• Provide billing explanations and tariff analysis to meet the customer's needs.


• Participate in the credit and collection process and monitor customer delinquencies to reduce charged-off accounts and collect security deposits for assigned accounts, as needed.


• Gain ability to prepare and present simple contracts to ensure proper service and rate application for the customer and adequate return for the company.


• Actively participate in the sales and marketing function, as directed by the Company.

Energy Management

• Demonstrate ability to educate assigned customers on the effective and economical use of electric energy, company programs, as well as, industry restructuring.


• Assist customers on the effective and economical use of electric energy, including energy management tariffs.


• Develop a good understanding of company's energy efficiency programs, products, and alternative energy options.


• Work closely with energy efficiency program managers and the implementation contractors, as available.


• Attend meetings, seminars, and webinars to enhance knowledge.


• Proactively meet with customers to promote company's energy efficiency programs.


• Participate in company-sponsored marketing opportunities at trade shows and community events.

Problem Solving and Initiative

• Demonstrate ability to respond to customer inquiries, including but not limited to: power quality, quality of service, billing questions, etc.


• Assist CSARs by working excess high bill orders, as necessary.


• Develop good problem-solving skills, and work well with customers and other internal departments.

What We’re Looking For:

• Bachelor's degree in Business, Finance, Marketing, Engineering or Industrial Technology with at least 2 years of customer service experience in a technical environment;


• Associate Degree in a study listed above, with at least 4 years of customer service experience in a technical environment;


• High school diploma or GED with a minimum of 6 years of customer service experience in a technical environment.

Required License(s)/Certification(s) are listed below: Certification as a Certified Energy Manager (CEM) or other Energy Rating Certification is preferred.

Other Requirements: Must have strong proficiency in Microsoft Office Products. Must possess a valid Driver’s license. Must be available to assigned customers 24/7/365 except while on approved vacation or paid sick time.

What You’ll Get:

In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.

Where Putting the Customer First Powers Everything We Do!

At AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!

Compensation Data

Compensation Grade: SP20-005

Compensation Range: $63,496.00 - $79,369.00

The Physical Demand Level for this job is

S – Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law.

When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.

At American Electric Power, we provide more than electricity to our millions of customers - we energize possibilities. We're redefining the future of energy by reducing our carbon footprint, empowering the communities we serve and building an engaged, talented workforce. All while delivering the reliable service our customers expect.

It’s an exciting time in the energy industry. Are you ready to be part of it? We’re looking for team members to help create the grid of the future. Learn more about our commitment to creating a supportive, inclusive work culture that values different experiences.