Customer Services Account Rep Assc-Customer Services Account Rep Sr.

Job Posting End Date

03-25-2025

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 40,000 to 60,000 accounts, depending on customer density and other pertinent parameters. Incumbents in this position should demonstrate a willingness to learn and build relationships and will be under close 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

Customer Services Account Rep Associate (GR04) $52,488.00 – $65,610.00

ESSENTIAL JOB FUNCTIONS:

• Financial Responsibility – Exhibits fundamental understanding of rates and tariffs in order to provide billing options/explanations and tariff analysis to meet the customers needs. Assists in seeking additional revenue and growth opportunities. Monitor customer delinquencies to reduce charged-off accounts. Gains familiarity in preparing billing corrections to remedy inaccurate billings. Maintain accurate reporting records.
• Technical Expertise – Possesses entry-level knowledge and understanding of the distribution electrical system. Provide service reliability and power quality explanations to assigned customers. Gains familiarity of meter technologies and their applications.
• Energy Management – Assist 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 strategic goals, and provide business related coordination or assistance to assigned customers. Develops a good understanding of the company residential and business energy efficiency programs, and market them proactively. Work closely with our energy efficiency program managers and the implementation contractors. Attend meetings, seminars, and webinars to enhance knowledge. Participate in company-sponsored marketing opportunities at trade shows and various community events.
• Customer Relationship Management – Develop skills under the guidance of higher-level employees in order to serve as the company point of contact for customers in the assigned area, including managing the needs of larger accounts and municipalities. Develops an understanding as to how to 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 primarily with residential and small commercial customers.
• Problem Solving and Initiative – Under the guidance of higher-level employees, develop good problem-solving skills and coordinate concerns and needs between customers and other internal departments. Provide timely investigation, resolution and remediation of customer issues and complaints, with accurate documentation. Maintain compliance within Utility Commission guidelines. Applies basic techniques to 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.
• Communication Skills – Must present a professional appearance in representing the company at all times. Communicates effectively, both orally and in writing, with internal and external customers. Exhibits effective documentation skills and be is familiar with Microsoft Word. Gains comfort level in representing the Company to our internal and external customers. Demonstrates the ability to give effective oral presentations to large groups and the willingness to assist with facilitating special projects.

MINIMUM REQUIREMENTS:

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:

Physical demand level is Sedentary

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.

Customer Services Account Representative (GR05) $61,647.00- $77057.00

ESSENTIAL JOB FUNCTIONS:

• Financial Responsibility – Exhibits ability of understanding rates and tariffs in order to provide billing options/explanations and tariff analysis to meet the customer’s needs. Seek additional revenue and growth opportunities. Monitor customer delinquencies to reduce charged-off accounts. Demonstrate ability in preparing billing corrections to remedy inaccurate billings. Maintain accurate reporting records.
• Technical Expertise – Possesses intermediate level knowledge and understanding of the distribution electrical system. Provide service reliability and power quality explanations to assigned customers. Demonstrates an understanding of meter technologies and applications.
• Energy Management – Assist 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 ability in understanding the company’s residential and business energy efficiency programs, and markets them proactively. Work closely with our energy efficiency program managers and the implementation contractors. Attend meetings, seminars, and webinars to enhance knowledge. Participate in company-sponsored marketing opportunities at trade shows and various community events.
• Customer Relationship Management – With a moderate level of guidance and direction, serve as the company point of contact for customers in the assigned area, including managing the needs of larger accounts and municipalities. Demonstrates ability to 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 primarily with residential and small commercial customers.
• Problem Solving and Initiative – Demonstrates ability in developing good problem-solving skills and coordinating concerns and needs between customers and other internal departments. Provide timely investigation, resolution and remediation of customer issues and complaints, with accurate documentation. Maintain compliance within Utility Commission’s guidelines. Demonstrates ability to formulate analysis of high bill complaints and provide reasonable explanations to customers. With moderate level of direction, 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.
• Communication Skills ‘ Must present a professional appearance in representing the company at all times. Demonstrates excellent oral and written communication skills with internal and external customers. Exhibits effective documentation skills and possesses a working knowledge of Microsoft Word and Excel. Demonstrates competency in presentation skills and willingness to assist with facilitating special projects. Gain experience in representing the Company in public forums.

MINIMUM REQUIREMENTS:

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:

• Must have working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations and construction.
• Must have excellent 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’s license.
• Willing to perform on-site investigations in various terrain and weather conditions.

Customer Services Account Rep Sr (GR06) 72380.00-90474.50

ESSENTIAL JOB FUNCTIONS:

• 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.
• 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.
• 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.
• 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.
• 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.
• Communication Skills ‘ Must present a professional appearance in representing the company at all times. Possesses excellent oral and written c.

MINIMUM REQUIREMENTS:

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:

• Must have working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations and construction.
• Must have excellent 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’s license.
• Will to perform on-site investigations in various terrain and weather conditions with no limitations.

Compensation Data

Compensation Grade:

SP20-004

Compensation Range:

$52,488.00-65,610.50 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.

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