Customer Services Account Assc- Customer Services Accout Rep

Job Posting End Date

04-24-2026

Please note the job posting will close on the day before the posting end date.

Job Summary

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 40,000 to 60,000 accounts, depending on customer density and other pertinent parameters. Incumbents in this position should demonstrate a willingness to learn and build relationships and will be under close supervision and guidance. The position requires reactive response to customer and public inquiries, as well as proactive promotion of company marketing programs, products, and information.

Job Description

What you'll do:

Essential Job Functions and Tasks:

• Financial Responsibility - Exhibits fundamental understanding of rates and tariffs in order to provide billing options/explanations and tariff analysis to meet the customers needs. Assists in seeking additional revenue and growth opportunities. Monitor customer delinquencies to reduce charged-off accounts. Gains familiarity in preparing billing corrections to remedy inaccurate billings. Maintain accurate reporting records.

• Technical Expertise - Possesses entry-level knowledge and understanding of the distribution electrical system. Provide service reliability and power quality explanations to assigned customers. Gains familiarity of meter technologies and their 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 strategic goals, and provide business related coordination or assistance to assigned customers. Develops a good understanding of the company residential and business energy efficiency programs, and market 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 - Develop skills under the guidance of higher-level employees in order to serve as the company point of contact for customers in the assigned area, including managing the needs of larger accounts and municipalities. Develops an understanding as to how 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 - Under the guidance of higher-level employees, develop good problem-solving skills and coordinate 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 guidelines. Applies basic techniques to 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. Communicates effectively, both orally and in writing, with internal and external customers. Exhibits effective documentation skills and be is familiar with Microsoft Word. Gains comfort level in representing the Company to our internal and external customers. Demonstrates the ability to give effective oral presentations to large groups and the willingness to assist with facilitating special projects.

What we're looking for:

Customer Services Account Rep Associate  (GR04)  $52,488.00 - $65,610.00

Education requirements are 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.

Required License(s)/Certification(s) are listed below: Must possess a current Driver license.

Other Requirements:

• Physical demand level is Sedentary

• Must have working knowledge of field activities related to the technical aspects of customer services and electrical distribution operations and construction.

• Must have good 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 license.

• Willing to perform on-site investigations in various terrain and weather conditions.

Customer Services Account Representative (GR05) $61,647.00- $77057.00

What We're looking for:

Education requirements are listed below:

Bachelor 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. 

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

What you’ll get:

Customer Services Account Rep Associate  (GR04)  $54,063.00 - $67,579.00

Customer Services Account Representative (GR05) $63,496.00- $79,369.00

In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.

At AEP, we’re more than just an energy company — we’re a team of dedicated professionals committed to delivering safe, reliable, and innovative energy solutions. Guided by our mission to put the customer first, we strive to exceed expectations by listening, responding, and continuously improving the way we serve our communities. If you're passionate about making a meaningful impact and being part of a forward-thinking organization, this is the company for you!

Compensation Data

Compensation Grade:

SP20-004

Compensation Range:

$54,063.00 - $79,369.00

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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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 might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.