What are the responsibilities and job description for the Cust Svcs Acct Rep Assc - Prin position at American Electric Power?
Job Posting End Date
07-07-2024
Please note the job posting will close on the day before the posting end date
Job Summary
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 abilities, and will generally be expected to manage select accounts within the territory under some supervision and guidance. The positon requires reactive response to customer and public inquiries, as well as proactive promotion of company marketing programs, products, and information.
Job Description
Job Description
ESSENTIAL JOB FUNCTIONS:
1) Financial Responsibility ' Provide detailed billing explanations and complex tariff analysis to meet the customer needs. Contribute to additional revenue growth, and coordinate efforts with economic development. Manage customer delinquencies to reduce charged-off accounts and prepare billing corrections to remedy inaccurate billings. Maintain accurate reporting records. Exhibits advanced level proficiency in the knowledge of rates and tariffs and is able to develop, determine and explain any possible billing options to the customers. Assist with new rate design when needed.
2) Technical Expertise ' Possesses an expert level understanding of the distribution electrical system, including not only single-phase but also poly-phase services. Provide expert analysis and explanation for complex service reliability and power quality issues, explain power factor penalties within tariffs, and suggest appropriate power factor correction. Exhibits expert level understanding of various meter technologies and applications, and their billing implications. Possesses superior understanding of technologies such as alternative energy, distributed generation, and energy storage, and their billing implications. Possesses thorough working knowledge of operations of electrical products, such as heat pumps, energy storage systems, high-efficient lighting, etc. and advises customers of best options. Serve as a departmental liaison between other departments such as Engineering, and assist with load calculations as needed.
3) Energy Management ' Counsel customers on the effective and economical use of electric energy, including energy management tariffs. Promote company energy efficiency programs, products, and alternative energy options. Exhibits a 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. Proactively meet with customers to successfully promote company's energy efficiency programs. Serve as an energy advisor to customers, including ability to identify energy-saving opportunities and to make appropriate recommendations. Organize, facilitate and participate in company-sponsored marketing opportunities at trade shows and community events.
4) Customer Relationship Management ' Serve as the company point of contact for customers in the assigned area. Manage selected larger accounts, including municipalities. Balance the needs of the customer and the company. Practice the customer experience mindset. Be actively engaged in the communities within the assigned territory. Maintain close, working relationships, with various customer classes, such as schools, municipalities, and large commercial and industrial customers, and assist other CSARs when needed.
5) Problem Solving and Initiative ' Exhibits superior problem-solving skills, mechanical aptitude and provides assistance and guidance to other CSAR's. 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. Possesses excellent oral and written c
MINIMUM REQUIREMENTS:
Cust Svcs Acct Rep Assc (SP20-04):
Education requirements are listed below: Bachelor degree in Business, Communications, Engineering, Management or other Human Relations or Marketing related field, or Associate degree in a study listed above with a minimum of 3 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 4 years customer contact experience, with knowledge of field activities related to the technical aspects of customer services and distribution operations.
Required License(s)/Certification(s) are listed below: Must possess a current Driver license.
OTHER REQUIREMENTS:
Must have working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations and construction.
Must have good communication and problem-solving skills, along with the ability to establish and maintain effective business relationships internally and externally.
Must be proficient in Microsoft Office Products.
Must possess a current Driver license.
Willing to perform on-site investigations in various terrain and weather conditions.
Cust Svcs Acct Rep (SP20-05):
Education requirements are listed below: Bachelor degree in Business, Communications, Engineering, Management or other Human Relations or Marketing related field, with a minimum of 2 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 4 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 6 years customer contact experience, with knowledge of field activities related to the technical aspects of customer services and distribution operations.
OTHER REQUIREMENTS:
1. Must have working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations and construction.
2. Must have excellent communication and problem-solving skills, along with the ability to establish and maintain effective business relationships internally and externally.
3. Must be proficient in Microsoft Office Products.
4. Must possess a current Driver’s license.
5. Willing to perform on-site investigations in various terrain and weather conditions.
Cust Svcs Acct Rep Sr. (SP20-06):
Education requirements are listed below: 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.
OTHER REQUIREMENTS:
1. Must have working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations and construction.
2. Must have excellent communication and problem-solving skills, along with the ability to establish and maintain effective business relationships internally and externally.
3. Must be proficient in Microsoft Office Products.
4. Must possess a current Driver’s license.
5. Will to perform on-site investigations in various terrain and weather conditions with no limitations.
Cust Svcs Acct Rep Prin (SP20-07):
Education requirements are listed below: Bachelor degree in Business, Communications, Engineering, Management or other Human Relations or Marketing related field, 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 Associate degree in a study listed above 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, or HS Diploma or GED with a minimum of 12 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. Master's Degree preferred.
Work Experience requirement listed below: Refer to Education section.
OTHER REQUIREMENTS: Physical demand level is Sedentary
1. Must have working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations and construction.
2. Must have the ability to teach all aspects of CSAR job functions, and take on a leadership role as necessary.
3. Must have excellent communication and problem-solving skills, along with the ability to establish and maintain effective business relationships internally and externally.
4. Must be proficient in Microsoft Office Products.
5. Must possess a current Driver's license.
6. Willing to perform on-site investigations in various terrain and weather conditions.
#APCO
Compensation Data
Compensation Grade:
SP20-005
Compensation Range:
$60,438.00-75,546.50 USD
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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.Salary : $60,438
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