Customer Services Account Representative

4 weeks ago

Columbus, United States American Electric Power Full time
Job Summary

This is a single position posted at multiple levels. The job description below is based on the Assoc. level, additional skills and requirements needed for CSAR.

This position is the primary field customer relations resource, for residential, commercial and industrial 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, and will manage the needs of specific assigned customers too which can influence the number of geographically assigned customers. Incumbents in this position should demonstrate leadership amongst peers, and will be expected to manage select accounts within the territory. The positon requires reactive response to customer and public inquiries, as well as proactive promotion of company marketing programs, products, and information. The CSAR - Principal position is one that leads by example and takes on a leadership role under very minimal supervision to willingly help guide and mentor less experienced representatives.

Job Description

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 communication.

Read the full posting.

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