Cust Svcs Acct Rep

Field Customer Relations Representative

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 position requires reactive response to customer and public inquiries, as well as proactive promotion of company marketing programs, products, and information.

What You'll Do :

• Financial Responsibility : Exhibits ability of understanding rates and tariffs 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 and business 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, including managing the needs of larger accounts and municipalities. 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 and small commercial 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 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. Gain experience in representing the Company in public forums.

What We're Looking For :

Other Requirements :

What You'll Get :

Base Salary : SG 05 : $62,880-$78,598 / Year

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 Grade : SP20-005

Compensation Range : $61,647.00 - $77,057.50

The Physical Demand Level for this job is : S Sedentary Work : Exerting up to 10 pounds of force occasionally and / or a negligible amount of force frequently 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.