Cust Svcs Acct Rep

Indiana Michigan Power Company; South Bend (IN); On-site; USD 63,000 - 79,000; Full time

Job summary

American Electric Power (AEP) is seeking a Field Customer Relations resource to support residential and commercial customers in an assigned territory. The role emphasizes proactive promotion of programs and responsive handling of inquiries, with leadership in select accounts under supervision.

Responsibilities include tariff analysis, billing corrections, and maintaining accurate records while promoting energy efficiency and company initiatives.

Qualifications

• Bachelor's degree in business, Communications, Engineering, Management or other Human Relations or Marketing related field, with a minimum of 2 years customer contact experience, or Associate degree with a minimum of 4 years customer contact experience, or HS Diploma/GED with a minimum of 6 years customer contact experience.
• Must have working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations.
• Must have excellent communication and problem-solving skills, and the ability to establish and maintain effective business relationships.
• Must be proficient in Microsoft Office Products.
• Must possess a current Driver’s license.
• Willing to perform on-site investigations in various terrain and weather conditions.

Responsibilities

• Financial Responsibility - explain rates and tariffs, discuss billing options, monitor delinquencies, prepare billing corrections, and maintain reporting records.
• Technical Expertise - understand the distribution electrical system and meter technologies; provide service reliability and power quality explanations.
• Energy Management - advise on energy use and tariffs; promote programs and initiatives; engage with energy efficiency managers and contractors.
• Customer Relationship Management - serve as the liaison for customers in the area; balance customer and company needs; engage with the community.
• Problem Solving and Initiative - investigate and resolve customer issues; document interactions; guide customers to solutions and coordinate with internal departments.
• Communication Skills - present professionally, communicate clearly in writing and speech, document interactions, and participate in projects.

Skills

Communication

Customer relations

Relationship building

Education

Bachelor's degree in business, Communications, Engineering, Management or other Human Relations or Marketing related field

Associate degree in a study listed above

HS Diploma or GED

Tools

Microsoft Office

Job description

Job Summary

This position is the primary field customer relations resource, for residential and commercial customers in an assigned territory. The geographic territory assignment will typically include 50,000 to 80,000 accounts, depending on customer density and other pertinent parameters. Incumbents in this position should demonstrate leadership abilities, and will generally be expected to manage select accounts within the territory under some supervision and guidance. The positon requires reactive response to customer and public inquiries, as well as proactive promotion of company marketing programs, products, and information.

Job Description

What you’ll do:

• Financial Responsibility - Exhibits ability of understanding rates and tariffs in order to provide billing options/explanations and tariff analysis to meet the customer's needs. Seek additional revenue and growth opportunities. Monitor customer delinquencies to reduce charged-off accounts. Demonstrate ability in preparing billing corrections to remedy inaccurate billings. Maintain accurate reporting records.
• Technical Expertise - Possesses intermediate level knowledge and understanding of the distribution electrical system. Provide service reliability and power quality explanations to assigned customers. Demonstrate an understanding of meter technologies and applications.
• Energy Management - Assist 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 our company's strategic goals and provide business related coordination or assistance to assigned customers. Exhibits ability in understanding the company's residential energy efficiency programs and markets them proactively. Work closely with our energy efficiency program managers and the implementation contractors. Attend meetings, seminars, and webinars to enhance knowledge. Participate in company-sponsored marketing opportunities at trade shows and various community events.
• Customer Relationship Management - With a moderate level of guidance and direction, serve as the company point of contact for customers in the assigned area. Demonstrates ability to balance the needs of the customer and the company. Practice the customer experience mindset. Be actively engaged in community involvement within the assigned territory. Work primarily with residential customers.
• Problem Solving and Initiative - Demonstrates ability in developing good problem-solving skills and coordinating 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's guidelines. Demonstrates ability to formulate analysis of high bill complaints and provide reasonable explanations to customers. With moderate level of direction, 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, contract acquisition, and work as liaison between the customer and the company when needed.
• Communication Skills Must present a professional appearance in representing the company at all times. Demonstrates excellent oral and written communication skills with internal and external customers. Exhibits effective documentation skills and possesses a working knowledge of Microsoft Word and Excel. Demonstrates competency in presentation skills and willingness to assist with facilitating special projects. Gain experience in representing the Company in public forums.

What you’ll bring:

Bachelor's degree in business, Communications, Engineering, Management or other Human Relations or Marketing related field, with a minimum of 2 years customer contact experience, 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 4 years customer contact experience, 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 6 years customer contact experience, with knowledge of field activities related to the technical aspects of customer services and distribution operations.

Other Requirements

• Must have working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations and construction.
• Must have excellent communication and problem‑solving skills, along with the ability to establish and maintain effective business relationships internally and externally.
• Must be proficient in Microsoft Office Products.
• Must possess a current Driver’s license.
• Willing to perform on‑site investigations in various terrain and weather conditions.

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.
• 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

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.