Cust Svcs Acct Rep Assoc- Cust Svcs Acct Rep Sr. at American Electric Power

Christiansburg, Virginia, United States

Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Utilities, EnergyIndustries

Willingness to learn and build relationships under close supervision and guidance
Fundamental understanding of rates and tariffs to provide billing options/explanations and tariff analysis
Entry-level knowledge and understanding of the distribution electrical system, service reliability, power quality, and meter technologies
Good understanding of company residential and business energy efficiency programs
Skills in customer relationship management, including serving as point of contact for residential and small commercial customers, larger accounts, and municipalities
Problem-solving skills to investigate, resolve, and document customer issues/complaints in compliance with Utility Commission guidelines
Effective communication skills, both oral and written, including effective documentation (familiar with Microsoft Word) and oral presentations to large groups
Professional appearance when representing the company
Active engagement in community involvement within assigned territory
Ability to work primarily with residential and small commercial customers in a territory of 40,000 to 60,000 accounts

Provide reactive responses to customer and public inquiries and proactive promotion of company marketing programs, products, and information
Exhibit financial responsibility: assist in seeking revenue/growth opportunities, monitor delinquencies, prepare billing corrections, maintain accurate reporting records
Provide technical expertise: explain service reliability/power quality, gain familiarity with meter technologies
Assist customers with effective/economical use of electric energy, promote products/initiatives supporting company goals, coordinate business assistance, market energy efficiency programs, work with program managers/contractors
Attend meetings, seminars, webinars; participate in company-sponsored marketing at trade shows/community events
Serve as company point of contact for assigned customers, manage needs of larger accounts/municipalities, balance customer/company needs, practice customer experience mindset
Develop problem-solving skills: coordinate customer concerns with internal departments, provide timely investigation/resolution/remediation of issues, analyze high bill complaints, guide customers to solutions (e.g., energy efficient practices), assist with access issues, coordinate new service requirements (load estimation, contracts), act as liaison
Communicate effectively with internal/external customers and maintain professional representation