Customer Services Account Representative Associate

Job Summary The position serves as the primary field customer relations resource for residential and commercial customers within an assigned territory. This role supports a territory that may include approximately 40,000 to 60,000 accounts, depending on customer density and other factors. The position is designed for someone who is eager to learn, comfortable working with technology and new systems, and interested in building a long‑term foundation within the company. Under close supervision and guidance, this associate will respond to customer and public inquiries, support customer needs in the office and field, and proactively promote company marketing programs, products, and information. The role offers growth potential, but is not intended as an immediate senior‑level position. Responsibilities Financial Responsibility – Demonstrate a basic understanding of rates and tariffs to provide billing explanations, billing options, and tariff analysis to support customer needs. Assist in identifying revenue and growth opportunities, monitor customer delinquencies to help reduce charged‑off accounts, support billing corrections, and maintain accurate reporting records. Technical Expertise – Develop entry‑level knowledge of the distribution electrical system. Provide customers with service reliability and power quality explanations and become familiar with meter technologies and their applications. Energy Management – Assist customers with the effective and economical use of electric energy, including energy management tariffs. Meet with assigned customers to promote products and initiatives that support company strategic goals and provide business‑related coordination or assistance as needed. Build working knowledge of residential and business energy efficiency programs and proactively market them. Partner with energy efficiency program managers and implementation contractors. Attend meetings, seminars, webinars, trade shows, and community events to strengthen knowledge and support marketing efforts. Customer Relationship Management – Serve as a company point of contact for customers in the assigned area under the guidance of more experienced employees. Support the needs of larger accounts and municipalities as needed, while understanding how to balance customer and company needs. Use a customer experience mindset, engage in community involvement within the territory, and primarily support residential and small commercial customers. This role is initially office‑based, with field customer visits as needed. Problem Solving and Initiative – Develop problem‑solving skills and coordinate customer concerns with internal departments under the guidance of higher‑level employees. Investigate, resolve, and document customer issues and complaints in a timely manner while maintaining compliance with Utility Commission guidelines. Apply basic analysis techniques to evaluate high‑bill complaints and provide reasonable explanations. Help customers identify solutions, including energy‑efficient equipment and practices. Assist other departments with access issues and support Engineering with new service requirements, including load estimation, contract acquisition, and customer liaison support. Communication Skills – Represent the company professionally at all times. Communicate effectively, both orally and in writing, with internal and external customers. Maintain strong documentation skills and working knowledge of Microsoft Word and Microsoft Office products. Develop comfort in representing the company to customers and internal stakeholders, demonstrate the ability to deliver effective oral presentations to groups, and assist with special projects as needed. Qualifications Education requirements: • Bachelor’s degree in Business, Communications, Engineering, Management, or a related Human Relations or Marketing field; or • Associate degree in a listed area with a minimum of 3 years of customer contact experience and knowledge of field activities related to the technical aspects of customer services and distribution operations; or • High school diploma or GED with a minimum of 4 years of customer contact experience and knowledge of field activities related to the technical aspects of customer services and distribution operations. Work experience: Must have working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations and construction. Required license(s)/certification(s): Current driver’s license. Other preferences: Comfortable learning new technology, software, and systems. Interest in a growth‑oriented role with long‑term potential. Open to starting in an associate‑level position and building knowledge over time. Willingness to learn the company and grow into the role. Strong communication and problem‑solving skills. Ability to establish and maintain effective internal and external business relationships. Proficiency in Microsoft Office products. Willing to perform on‑site investigations in various terrain and weather conditions. Physical Demand Level Sedentary. Work includes occasional exertion up to 10 pounds and/or a negligible amount of force frequently. The role may involve walking or standing for brief periods and occasional lifting, carrying, pushing, or pulling of objects. Benefits Base salary range: $52,488‑$65,610 per year. Competitive comprehensive benefits package supporting overall well‑being. Equal Employment Opportunity Statement It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects 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 (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we may record certain information or invite applicants to disclose protected characteristics voluntarily. #J-18808-Ljbffr