Business Services Account Manager (Manger-Principal) at American Electric Power

Athens, Ohio, United States

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Not SpecifiedCompensation

Entry Level & New Grad, Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Utilities, EnergyIndustries

Requirements

Entry-level knowledge and basic understanding of the distribution electrical system and its components
Basic understanding of electrical units including kW, kWh, and kVAR as they relate to billing, capacity, power factor correction, etc
Good oral and written communication skills, effective documentation skills, and familiarity with Microsoft Word
Professional appearance and comfort level representing the company to internal and external customers
Basic understanding of the Customer Information System
Basic understanding of Terms and Conditions of Service, General Service tariffs approved by state regulatory commissions
24/7/365 availability as the primary field point of contact
Ability to develop professional relationships with key managers and executives
Strong customer experience mindset with internal and external customers

Responsibilities

Serve as the primary field point of contact for assigned customers (100-750 kW, portfolio of 300-600 accounts for Associate level) with 24/7/365 availability
Follow a proactive plan to meet and develop relationships with contacts for assigned customers
Evaluate historical customer satisfaction survey results and develop mutually beneficial plans to strengthen business relationships
Proactively interface with assigned customers during power system interruptions or in anticipation of significant regulatory/political/industry changes
Provide energy solution consultation based on customer's needs to lower costs or identify electrically powered process needs
Present a professional appearance representing the company at all times
Document key customer activities in ADAM and MACSS
Participate in industry and community activities and organizations
Provide basic service reliability and power quality explanations to assigned customers
Enlist assistance of senior level associates as needed
With guidance, coordinate complex, new, and expanded electric service requests
Gain familiarity with meter technologies and their applications
Provide billing explanations and tariff analysis to meet customer needs
Participate in the credit and collection process, monitor customer delinquencies, reduce charged-off accounts, and collect security deposits

Skills

Key technologies and capabilities for this role

Customer Relationship ManagementAccount ManagementCustomer ServiceEnergy ProductsCommercial SalesIndustrial SalesExecutive Relationship Building

Questions & Answers

Common questions about this position

What salary grades are associated with the Business Services Account Manager positions?

The positions include Business Services Account Manager (Salary Grade 6), Business Services Account Manager Sr. (Salary Grade 7), and Business Services Account Manager Principal (Salary Grade 8).

Is this a remote position or does it require office presence?

This information is not specified in the job description.

What key skills are required for the Business Services Account Manager role?

Key skills include customer relationship management, strong oral and written communication skills with effective documentation, proficiency with Microsoft Word, and entry-level knowledge of the distribution system.

What is the company culture like at American Electric Power?

AEP emphasizes putting the customer first, delivering safe, reliable, and innovative energy solutions, and fostering a team of dedicated professionals committed to exceeding expectations through listening, responding, and continuous improvement.

What makes a strong candidate for this Business Services Account Manager position?

Strong candidates demonstrate a customer experience mindset, ability to develop professional relationships with key managers and executives, proactive communication during interruptions or changes, and good communication skills with familiarity in Microsoft Word.