Distribution Operations Customer Support Associate-Representative

Job Posting End Date

04-01-2024

Job Summary

This position is a field customer relations resource primarily focusing on new Distribution customers and customers who have changes in load while delivering opportunities for customer solutions for residential and commercial customers in an assigned territory. This position will be a liaison with those customers and our Distribution Operations Field Organizations.

The geographic assignment will typically include a territory within a Distribution Operations District and other pertinent parameters. Incumbents in this position should demonstrate leadership abilities, and will generally be expected to manage customer expectations within the territory under some supervision and guidance. The position requires reactive response to customer and public inquiries, as well as proactive promotion of company energy services programs, products, and information.

Job Description

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 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.

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

This requisition is posted at both a Salary Grade 4 and Salary Grade 5 level. The selected individual will be hired in at the appropriate level based on education and experience.

Compensation Data

Compensation Grade:

SP20-004

Compensation Range:

$51,459.00-64,324.00 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.