Cust Svcs Acct Rep

About the role

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 should demonstrate leadership abilities and will generally be expected to manage select accounts within the territory under some supervision and guidance. The role requires reactive response to customer and public inquiries, as well as proactive promotion of company marketing programs, products, and information. The physical demand level is sedentary work (exerting up to 10 pounds of force occasionally, negligible force frequently).

Responsibilities

• Customer Relationship Management – Serve as Primary Point of Contact for all service orders; balance the needs of the customer and the company; practice the customer experience mindset; be engaged in community involvement within the assigned territory.
• Problem Solving and Initiative – Develop good problem‑solving skills; coordinate concerns and needs between customers and other internal departments; provide timely investigation, resolution and remediation of customer service orders, issues and complaints with accurate documentation; maintain compliance within Utility Commission's guidelines; with moderate direction, guide customers toward possible solutions, including energy‑efficient equipment and practices; assist other departments with resolving access issues; assist Engineering and other Distribution teams with coordination of service requirements; act as liaison between the customer and the company.
• Communication Skills – Present a professional appearance; demonstrate excellent oral and written communication with internal and external customers; exhibit effective documentation skills and possess a working knowledge of Microsoft Word and Excel; demonstrate competency in presentation skills and willingness to assist with facilitating special projects.
• Technical Expertise – Possess intermediate level knowledge and understanding of the distribution electrical system; provide service reliability and power quality explanations to assigned customers; demonstrate an understanding of meter technologies and applications.

Requirements

• Bachelor’s 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.
• 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 if needed in various terrain and weather conditions.

Pay

Compensation Grade: SP20-005; Compensation Range: $63,496.00 – $79,369.00.