American Electric Power

Customer & External Affairs Manager

Lima, OH

full time

$132,000-$146,730

On-site

Utilities

About This Job

Job Posting End Date

08-02-2025

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

Job Summary

Responsible for management of local & county governmental affairs, community relations and relationships with key accounts in an assigned geographic area. Also serves as a primary community field and media contact. In a larger geographic region, may have supervisory responsibility.

Job Description

What You'll Do:

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Manage, coordinate and facilitate solutions to emerging strategic community and business development issues, e.g. franchises, quality of service, ROW, permits, ordinances/resolutions, taxes, siting, commission complaints, environmental and other regulatory issues.

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Serve as local legislative contact and liaison working with respective business units to advocate operating company position and public policy.

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Strategically build, maintain and manage key environmental, economic development and community Contacts and relationships.

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Serve as the single point of contact for assigned customers with 24/7/365 availability.

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Build trusted relationships with key contacts for assigned customers.

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Evaluate historical customer satisfaction survey results and initiate actions to address weaknesses.

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Proactively interface with managed account customers during power system interruptions or in anticipation of significant regulatory /political/industry change.

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Possesses a solid understanding of the distribution electrical system and its components.

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Develop a functional understanding of electrical units including kw, kwh and kvar as they relate to billing, capacity, power factor correction etc.

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Provide clear and accurate service reliability and power quality explanations to assigned customers.

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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.

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Possesses a thorough understanding of Customer Information System. Proactively review billing records and demonstrate the ability to explain key billing elements to customer.

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Prepare billing corrections to remedy inaccurate billings.

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Possesses thorough understanding of Terms and Conditions of Service as well as General Service tariffs as approved by state regulatory commissions.

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Provide billing explanations and tariff analysis to meet the customers' needs.

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Proactively participate in the credit and collection process.

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Monitor customer delinquencies to reduce charged-off accounts and collect security deposits for assigned accounts, as needed.

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Negotiate contracts to ensure proper service and rate application for the customer and adequate return for the company.

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Actively participate in the sales and marketing function, as directed by the Company.

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Proactively seek additional revenue and growth opportunities.

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Educate assigned customers on the effective and economical use of electric energy, company programs, as well as, industry restructuring.

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Assist customers on the effective and economical use of electric energy, including energy management tariffs.

What We're Looking For:

Education: Bachelor's degree in Finance, Business, Engineering, Public Policy, Communications or other related degree.

Experience: 7 years related experience in Customer Services, Community Relations, Economic & Business Development, or Government Relations. Utility industry related experience preferred.

Other Must Haves:

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Demonstrated communications and presentation skills.

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Excellent written and verbal communications skills.

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Must be able to travel to various locations for extended periods and work late into the evenings.

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Must possess demonstrated ability to successfully build strategic internal and external relationships , possess political acumen , and display strong initiative to manage resources , projects and issues across business units , committees and task forces (both internal and external to the Company ).

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Demonstrated successful leadership.

Where You'll Work:

Lima, OH/Regional OH Office (Onsite):

369 E. O'Connor Ave. Lima, OH 45802 or a regional OH office

What You'll Get:

Expected Salary Range: $132,000.00-$136,000.00 (USD)

Compensation Data

Compensation Grade:

SP20-009

Compensation Range:

$112,869.00-146,730.50 USD

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.

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