Bus Services Acct Mgr

About the role

The Business Services Account Manager proactively manages the company's relationship with large and medium sized commercial and industrial customers by serving as the customers' single point of contact for Energy Delivery and advice on energy products & services. The account manager strives for the highest levels of customer satisfaction in the delivery of electric service and account maintenance to each customer.

Responsibilities

• 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.
• Possess strong oral and written communication skills and exhibit effective documentation skills.
• 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.
• 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.
• Possess a thorough understanding of the Customer Information System and Terms and Conditions of Service as well as General Service tariffs.
• 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.
• 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.
• 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 explanation.

Requirements

• Bachelor's degree in Business, Finance, Marketing, Engineering or Industrial Technology with at least four (4) years of customer service experience in a technical environment.
• OR Associate degree in a study listed above, with at least six (6) years of customer service experience in a technical environment.
• OR High school diploma or GED with a minimum of eight (8) years of customer service experience in a technical environment.
• Must possess a valid state driver's license.
• Certification as a Certified Energy Manager (CEM) or other Energy Rating Certification is preferred.
• Must have strong proficiency in Microsoft Office Products.
• Must be available to assigned customers 24/7/365 except while on approved vacation or paid sick time.

Qualifications

The successful candidate will have a strong customer service mindset, excellent communication skills, and the ability to work well with customers and internal departments. They will also have a solid understanding of the distribution electrical system and its components, as well as a functional understanding of electrical units.

Skills

• Strong oral and written communication skills.
• Effective documentation skills.
• Strong problem-solving skills.
• Ability to work well with customers and internal departments.
• Knowledge of Microsoft Office Products.
• Valid state driver's license.

Benefits

In addition to competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.

Pay

Base Salary from $74,551 - $93,189.

Schedule

Must be available to assigned customers 24/7/365 except while on approved vacation or paid sick time.