Job Posting End DatePlease note the job posting will close on the day before the posting end date.
Job Summary The Business Services Account Manager proactively manages the company's relationship with large and medium sized commercial and industrial customers (approximate size between 100 and 750 kW) 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. Exceptional customer service is the goal, and is sought in a manner consistent with the goals and objectives of the regulated operating company. The BSAM will be assigned a portfolio of 300-600 assigned account customers.
Job DescriptionWhat You'll Do:Essential Job Functions & TasksCustomer Relationship Management- 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.
Communication Skills- Present a professional appearance and represent the company in a positive manner.
- Possesses strong oral and written communication skills.
- Exhibit effective documentation skills and a working knowledge of Microsoft Word, PowerPoint and Excel.
- 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.
Technical Expertise - 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.
Financial Responsibility- Possess a thorough understanding of the Customer Information System.
- Possess a thorough understanding of Terms and Conditions of Service as well as General Service tariffs as approved by state regulatory commissions.
- 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.
Energy Management- 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.
Problem Solving and Initiative- 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
A large portion of the responsibilities for this position is working with customer owned generation applications, such as Net Metering, small scale solar and other distributed energy resources / distributed generation (DER / DG) across the Company's Virginia service territory. These responsibilities include coordinating solar project applications in the Company's Power Clerk system.
The successful candidate will also be responsible for resolving customer concerns and responding to requests for information. These concerns could come through monitoring and responding to a distributed generation coordinator email inbox or via a variety of inputs. In addition, the successful candidate will be required to become a subject matter expert on all things DG and solar and will also respond to customer / solar installer questions.
The Business Services Account Manager will be located at the Roanoke Main Office. They will be responsible for Accounts in Roanoke, Lynchburg, Fieldale, Christiansburg, and surrounding areas.
What We're Looking For:Education- 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. A technical degree is preferred.
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.
Required License / Certifications- Must possess a valid state driver's license.
- Certification as a Certified Energy Manager (CEM) or other Energy Rating Certification is preferred.
Other Requirements- Must have strong proficiency in Microsoft Office Products.
- Must possess a valid Driver's license.
- Must be available to assigned customers 24/7/365 except while on approved vacation or paid sick time.
What You'll Get:Base Salary from $74,551 - $93,189.
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.
Compensation DataCompensation Grade:SP20-006
Compensation Range:$74,551.00 - $93,188.50
The Physical Demand Level for this job is: S - Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
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