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American Electric Power Customer Services Account Representative- Senior (AMI) in Ft. Wayne, Indiana



Customer Services Account Representative- Senior (AMI)

Job Description:

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 50,000 to 80,000 accounts, depending on customer density and other pertinent parameters. Incumbents in this position should demonstrate leadership abilities and will generally be expected to manage select accounts 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 marketing programs, products, and information. During the I&M Advanced Metering Infrastructure (AMI) project, the focus for this role will be the customer engagement efforts associated with the installation of the meters and the roll-out of the customer engagement platform that incorporates AMI.


1.) 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.

2.) 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.

3.) 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.

4.) 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.

5.) 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.

6.) 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

Auto req ID:





Ft. Wayne, IN

Job Type:


Job Category:

Customer Service and Call Center

Minimum Requirements:

BASIC QUALIFICATIONS for Customer Service Account Representative (additional qualifications needed for the Senior Level):

Bachelor’s 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.


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

  2. Must have excellent communication and problem-solving skills, along with the ability to establish and maintain effective business relationships internally and externally.

  3. Must be proficient in Microsoft Office Products.

  4. Must possess a current Driver’s license

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

Physical demand level is Sedentary

Work Designation:


Geographic Proximity:

Successful candidate can work out of either our Fort Wayne, IN or South Bend, IN offices.

Equal Opportunity Employer | Minorities/Females/Disability/Vets