Job Posting End Date02-02-2025Please note the job posting will close on the day before the posting end dateJob SummaryThis is a hybrid position in which the successful candidate will perform the role of Business Services Account Manager (BSAM) and Customer Services Account Representative (CSAR) for the Clintwood, Gate city and Grundy, VA areas. The BSAM portion of the role requires the candidate to proactively manage the company's relationship with large and medium sized commercial and industrial customers (approximate size between 100 and 750 kW) by serving as the customers' single point of contact for Energy Delivery and advice on energy products & services. The CSAR portion of the role requires the candidate to reactively work with residential and small commercial customers to resolve billing and account-related issues and concerns. The account manager strives for the highest levels of customer satisfaction in the delivery of electric service and account maintenance to each customer. Exceptional customer service is the goal and is sought in a manner consistent with the goals and objectives of the regulated operating company. The BSAM will be assigned a portfolio of approximately 300 BSAM-level customers and approximately 25,000 CSAR-level customers.Job DescriptionThe selected candidate will report to either the Clintwood Service Center located at 958 Happy Valley Drive Clintwood, VA 24228 or to the Grundy Ofc & Service Center located at 3406 Southern Gap Rd Grundy, VA 24614 on a hybrid basis. ESSENTIAL JOB FUNCTIONS:1) Customer Relationship Management - Serve as the primary field point of contact for assigned customers with 24/7/365 availability. Build and develop professional relationships with key managers and executives for assigned customers. Demonstrate a strong customer experience mindset with internal and external customers and encourage a similar mindset from matrix partners. Evaluate historical customer satisfaction survey results and develop mutually beneficial plans to strengthen the business relationship. Proactively interface with assigned customers during power system interruptions or in anticipation of significant regulatory/political/industry change. Provide Energy Solution consultation based on customer's needs to lower costs or identify electrically powered process needs.2) Communication Skills - Present a professional appearance in representing the company at all times. Possesses strong oral and written communication skills. Exhibit effective documentation skills and a working knowledge of Microsoft Word, PowerPoint and Excel. Demonstrate dedication and commitment in representing the Company to our internal and external customers. Document key customer activities in ADAM and MACSS. Participate in industry and community activities and organizations.3) Technical Expertise - Possess a solid understanding of the distribution electrical system and its components. Develop a functional understanding of electrical units including kW, kWh and kVAR as they relate to billing, capacity, power factor correction, etc. Provide clear and accurate service reliability and power quality explanations to assigned customers. Gain a thorough knowledge of meter technologies and their applications. Coordinate new and expanded electric service requests with minimal guidance from supervision or senior level staff.4) Financial Responsibility - Possess a thorough understanding of the Customer Information System. Possess a thorough understanding of Terms and Conditions of Service as well as General Service tariffs as approved by state regulatory commissions. Provide billing explanations and tariff analysis to meet the customer's needs. Participate in the credit and collection process and monitor customer delinquencies to reduce charged-off accounts and collect security deposits for assigned accounts, as needed. Negotiate contracts to ensure proper service and rate application for the customer and adequate return for the company. Actively participate in the sales and marketing function, as directed by the Company.5) Energy Management - Exhibit ability to educate assigned customers on the effective and economical use of electric energy, company programs, as well as industry restructuring. Assist customers on the effective and economical use of electric energy, including energy management tariffs. Possess a good understanding of company's energy efficiency programs, products, and alternative energy options. Work closely with energy efficiency program managers and the implementation contractors, as available. Attend meetings, seminars, and webinars to enhance knowledge. Proactively meet with customers to promote company's energy efficiency programs. Participate in company-sponsored marketing opportunities at trade shows and community events.6) Problem Solving and Initiative - Respond to customer inquiries, including but not limited to power quality, quality of service, billing questions, etc. Assist CSARs by working excess high bill orders, as necessary. Demonstrate thorough problem-solving skills and work well with customers and other internal departments. Provide timely and thorough investigation, resolution and remediation of customer issues, with accurate documentation. Apply basic techniques to formulate analysis of high bill complaints and provide reasonable explanationMINIMUM REQUIREMENTS:Education requirements are listed below:
Bachelor's degree in business, Finance, Marketing, Engineering or Industrial Technology with at least 4 years of customer service experience in a technical environment.
Associate degree in a study listed above, with at least 6 years of customer service experience in a technical environment.
High school diploma or GED with a minimum of 8 years of customer service experience in a technical environment.
Required License(s)/Certification(s) are listed below:
Certification as a Certified Energy Manager (CEM) or other Energy Rating Certification is preferred.
OTHER REQUIREMENTS:1) Must have strong proficiency in Microsoft Office Products.2) Must possess a valid Driver’s license.3) Must be available to assigned customers 24/7/365 except while on approved vacation or paid sick time.#APCOCompensation DataCompensation Grade:SP20-006Compensation Range:$72,380.00-90,474.50 USDHear about it first! Get job alerts by email. Log in to your Candidate Home Account today! If you don't have an account, you can create one.It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all aspects of the employer‐employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex, age, national origin, ethnicity, ancestry, veteran or military status, disability, genetic information, sexual orientation, gender identity, or any other basis prohibited by applicable law. When required by law, we must record certain information to be made part of an Affirmative Action Plan. Applicants for employment may also be invited to participate in the Affirmative Action Program by self-identifying their Race or Ethnic Identity.
