Field Customer Relations Specialist

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

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.