Cust Svcs Acct Rep

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

Job summary

Indiana Michigan Power Company is seeking a dedicated field customer relations professional to serve as the primary contact for service orders within an assigned territory. The role emphasizes customer advocacy, problem solving, and proactive promotion of energy programs, with collaboration across internal teams and community engagement.

The position requires strong communication, documentation, and MS Office proficiency, with the goal of delivering reliable energy and excellent service to

Qualifications

• Bachelor's degree or higher in business/communications/engineering/management or related field with customer contact experience
• Associate degree with 4+ years customer contact experience in field-related operations
• HS Diploma or GED with 6+ years customer contact experience in field-related operations

Responsibilities

• Serve as Primary Point of Contact for all service orders.
• Balance customer and company needs.
• Promote company marketing programs and information.
• Engage in community involvement within the territory.
• Process issues with timely investigation and documentation.
• Provide service reliability and power quality explanations.
• Coordinate with internal departments and engineering teams as needed.
• Maintain professional appearance and communication with customers.
• Proficient in MS Word and Excel; support special projects as needed.

Skills

Customer relationship management

Communication skills

Problem solving

Documentation

Education

Bachelor's degree in business/communications/engineering/management or related field

Associate degree

HS Diploma or GED

Tools

Microsoft Word

Microsoft Excel

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 50000 to 80000 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:

• Customer Relationship Management - This position serves as Primary Point of Contact for all service orders.
• Demonstrates ability to balance the needs of the customer and the company.
• Practice the customer experience mindset.
• Be engaged in community involvement within the assigned territory.
• 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 service orders, issues and complaints, with accurate documentation.
• Maintain compliance within Utility Commission's guidelines.
• 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 and other Distribution teams with coordination of service requirements and work as liaison between the customer and the company.
• Communication Skills must present a professional appearance in always representing the company.
• 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.
• 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.

What we're looking for

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, 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 if needed 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

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.