Territory Field Customer Relations Specialist

American Electric Power; Longview (TX); On-site; USD 63,000 - 79,000; Full time

Job summary

American Electric Power seeks a dedicated field customer relations resource for residential and commercial clients within a large territory. The role emphasizes leadership, responsiveness, and active promotion of marketing programs, energy management, and community engagement.

You will work with cross-functional teams to ensure accurate billing, reliability explanations, and proactive energy efficiency outreach, while maintaining exceptional customer service.

Qualifications

• Bachelor degree in Business, Communications, Engineering, Management or related field, with a minimum of 2 years customer contact experience.
• Associate degree with minimum 4 years customer contact experience, with knowledge of field activities related to 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 customer services and distribution operations.

Responsibilities

• Financial Responsibility - Understand rates and tariffs to provide billing options and tariff analysis; seek revenue and growth opportunities; monitor delinquencies and prepare billing corrections.
• Technical Expertise - Understand distribution electrical system; provide service reliability and power quality explanations; understand meter technologies and applications.
• Energy Management - Assist customers in energy efficiency, promoting programs and initiatives; engage with energy efficiency managers and contractors; participate in trade shows and community events.
• Customer Relationship Management - Serve as the company point of contact for customers in the area; balance customer and company needs; engage in community involvement; work with residential and small commercial customers.
• Problem Solving and Initiative - Investigate and resolve customer issues; document actions; ensure compliance; guide customers to solutions and assist with coordination between departments and new service requirements.
• Communication Skills - Present professionally; excellent oral and written communication; proficient in Word and Excel; support special projects; represent the company in public forums.

Skills

Customer service experience

Driver's license

Education

Bachelor degree

Associate degree

HS Diploma or GED

Tools

Microsoft Office

Job description

American Electric Power seeks a dedicated field customer relations resource for residential and commercial clients within a large territory. The role emphasizes leadership, responsiveness, and active promotion of marketing programs, energy management, and community engagement.

You will work with cross-functional teams to ensure accurate billing, reliability explanations, and proactive energy efficiency outreach, while maintaining exceptional customer service.