Cust Svcs Acct Rep at American Electric Power

Lawton, Oklahoma, United States

Apply Now

Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Utilities, EnergyIndustries

Requirements

Demonstrate leadership abilities and manage select accounts under supervision
Exhibit ability to understand rates, tariffs, billing options, and tariff analysis
Possess intermediate knowledge of distribution electrical system, service reliability, power quality, and meter technologies
Understand energy management tariffs, residential/business energy efficiency programs, and effective use of electric energy
Serve as point of contact for customers, manage larger accounts and municipalities with moderate guidance, balance customer/company needs, and practice customer experience mindset
Demonstrate problem-solving skills, coordinate between customers/internal departments, investigate/resolve issues with documentation, comply with Utility Commission guidelines, analyze high bill complaints, and guide customers to solutions
Present professional appearance, demonstrate excellent oral/written communication skills, effective documentation, working knowledge of Microsoft Word/Excel, competency in presentation skills, and willingness to facilitate projects
Be actively engaged in community involvement
Work primarily with residential and small commercial customers

Responsibilities

Provide reactive responses to customer/public inquiries and proactively promote company marketing programs, products, and information
Seek additional revenue/growth opportunities, monitor delinquencies to reduce charged-off accounts, prepare billing corrections, and maintain accurate reporting records
Provide service reliability/power quality explanations and demonstrate understanding of meter technologies/applications
Assist customers with effective/economical electric energy use, proactively meet with customers to promote products/initiatives supporting company goals, provide business coordination/assistance, market energy efficiency programs, work with program managers/contractors
Attend meetings, seminars, webinars to enhance knowledge; participate in company-sponsored marketing at trade shows/community events
Manage customer needs in assigned territory (50,000-80,000 accounts), including larger accounts/municipalities
Provide timely investigation/resolution/remediation of issues/complaints with documentation; formulate high bill analyses/explanations; guide to energy efficient solutions; assist departments with access issues and Engineering with new service (load estimation, contracts, liaison role)
Represent company professionally at all times

Skills

Key technologies and capabilities for this role

customer relationsrates and tariffsbilling analysistariff analysisfinancial reportingdistribution electrical systemservice reliabilitypower qualitymeter technologiesenergy managementenergy efficiency programs

Questions & Answers

Common questions about this position

Is this a remote position or does it require working in a specific location?

This is a field-based role serving as the primary customer relations resource for residential and commercial customers in an assigned geographic territory.

What technical skills are required for the Cust Svcs Acct Rep role?

Candidates need intermediate knowledge of the distribution electrical system, understanding of meter technologies and applications, and ability to explain service reliability and power quality.

What does the role involve in terms of customer relationship management?

The role serves as the company point of contact for customers in the assigned area, managing needs of larger accounts and municipalities, balancing customer and company needs, practicing a customer experience mindset, and engaging in community involvement.

What salary or compensation is offered for this position?

This information is not specified in the job description.

What qualities make a strong candidate for this Customer Service Account Representative position?

Strong candidates demonstrate leadership abilities, problem-solving skills, financial responsibility like understanding rates and tariffs, proactive energy management assistance, and community engagement.