American Electric Power Cust Svcs Acct Rep Sr in Roanoke, Virginia

Title Cust Svcs Acct Rep Sr

Auto req ID 16390BR

Location Roanoke, VA

Job Type Full-Time

Job Category Energy/Utilities

Relocation No

Job Description 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 amongst peers, and will be expected to manage select accounts within the territory under minimal supervision. The positon requires reactive response to customer and public inquiries, as well as proactive promotion of company marketing programs, products, and information.

Principal Accountabilities:

  1. Financial Responsibility - Exhibits proficient knowledge of rates and tariffs. Provide billing explanations and tariff analysis to meet the customers' needs and develop, determine and explain any possible billing options to the customer. Proactively seek and secure additional revenue and growth opportunities. Manage customer delinquencies to reduce charged-off accounts. Prepare billing corrections to remedy inaccurate billings. Maintain accurate reporting records.

  2. Technical Expertise - Exhibits a thorough understanding of the distribution electrical system, including not only single-phase but also poly-phase services. Provide service reliability and power quality explanations to their assigned customers. Explain power factor penalties within tariffs, and suggest appropriate power factor correction. Proficient understanding and working knowledge of meter technologies and their applications. Proficient understanding of technologies such as alternative energy, distributed generation, and energy storage, and their billing implications. Demonstrates a good working knowledge of operations of electrical products, such as heat pumps, energy storage systems, high-efficient lighting, etc.

  3. Energy Management - Counsel 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 thorough understanding of the company's residential and business energy efficiency programs, and market them proactively. Work closely with our energy efficiency program managers and the implementation contractors. Develop, organize, promote and attend meetings, seminars, and webinars to enhance knowledge. Participate in and organize company-sponsored marketing opportunities at trade shows and various community events.

  4. Customer Relationship Management - Serve as the company point of contact for customers in the assigned area, including managing the needs of larger accounts and municipalities. 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 with residential customers and have increased responsibilities in resolving and managing concerns for commercial and industrial customers.

  5. Problem Solving and Initiative - Exhibits excellent problem-solving skills and coordinates concerns and needs between customers and other internal departments. Is viewed by employees in lower levels as a person to go to for guidance and assistance. Provide timely investigation, resolution and remediation of customer issues and complaints, with accurate documentation. Maintain compliance within Utility Commission's guidelines. Formulate analysis of high bill complaints and provide reasonable explanations to customers. Guide customer 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.

  6. Communication Skills - Must present a professional appearance in representing the company at all times. Demonstrates excellent oral and written communication skills. Exhibits effective documentation skills and is proficient with Microsoft Word, Excel, and PowerPoint. Exhibits confidence when representing the Company to our customers, externally and internally. Possesses excellent presentation skills and is experienced in conducting large group presentations and representing the Company in public forums. Possesses the skills and ability to facilitate special projects.

Minimum Requirements

Bachelor degree in Business, Communications, Engineering, Management or other Human Relations or Marketing related field, with a minimum of 4 years customer contact experience, with knowledge of field activities related to the technical aspects of customer services and distribution operations, or; Associate degree in a study listed above with a minimum of 6 years customer contact experience, with knowledge of field activities related to the technical aspects of customer services and distribution operations, or; HS Diploma or GED with a minimum of 8 years customer contact experience, with knowledge of field activities related to the technical aspects of customer services and distribution operations. Certification as a Certified Energy Manager (CEM) or other Energy Rating certification is preferred.

| American Electric Power | Equal Opportunity Employer | Minorities/Females/Disability/Vets |