Title: Mid-Market Account Manager 
Company: Tampa Electric Company 
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days

POSITION CONCEPT:

The Mid-market account manager develops customer relationships with corporate decision-makers and local business management to increase customer satisfaction and meet or exceed company objectives and departmental goals. This position will knowledgeably promote Tampa Electric Company, its products and services, as well as the safe and efficient use of energy, and coordinate the delivery of company resources to maximize customer satisfaction. Develops industry expertise across various market segments, and is the customer’s key point of contact for proactive interactions with the customer, as well as a key point of contact for non-transactional interactions with the customer. Works to ensure customer satisfaction while balancing the interest of the customer, regulatory agencies and the company’s shareholders. The mid-market account manager will work closely with key areas, including business & industry, account coordinators, account managers, special billing, energy delivery and commercial energy management.

Mid-market Account Manager I

Solicits and maintains favorable contacts with current and potential commercial and industrial customer accounts in mid-market segments. Under general supervision, ensures customer satisfaction by promoting company programs and services, researching and resolving customer problems, recommending modifications to the company’s electric service and coordinating negotiations with appropriate senior personnel. Performs under direct to moderate supervision. Training and mentoring will be provided from the Manager, Senior account manager, the Account Management team, and Commercial Energy Management Supervisor to develop competence in this position.

PRIMARY DUTIES AND RESPONSIBILITIES

• Establish, develop and maintain strong customer relationships with mid-market segment decision-makers through on-going personal interaction. Enhance relationships by acting as customer’s point of contact for Tampa Electric products and services. Promote the use of Company’s automated services, such as the web portal, power updates, e-bill and automated bill payment options. Promote energy efficiency, LED Lighting, zap cap and other company programs to achieve customer awareness, high customer engagement and satisfaction. Pro-actively communicate value-added, relevant industry information.
• Enhance internal relationships with appropriate Tampa Electric departments through increased communication, on-going personal interaction, and recognition for direct support in achieving customer satisfaction. Effectively communicate with management, departments and co-workers to continuously improve communication and delivery of products and services.
• Facilitate problem resolution, coordinate work and ensure follow through to electric account matters by:
  • Coordinating billing and account support.
  • Communicating with Energy Delivery and with customers regarding unplanned outages and restoration. Report Key Customer Issues to senior management on a monthly basis.
  • Provide support to the on-call account manager.
  • Liaison with corporate communication to develop and enhance programs and services marketing materials, including all media channels (i.e. Web portal, Twitter, AMI, etc.)
  • Identifying and matching available company resources to customer energy needs and requirements in the areas of:
    • Reliability
    • Conservation
    • Billing
    • Power Quality
    • Other
• Support the account managers, account coordinators and business & industry team:
  • Provide administrative and technical support (i.e. via presentations, rate analysis, reliability research, memos, etc.)
  • Report preparation and analysis.
  • Develop training material and marketing material.
  • Facilitate training classes.
  • Support economic development and other account management activities.
  • Storm Duty – support 24/7 as needed.
• Support market segment strategies to gain industry knowledge and expertise. Market all company programs and services to assigned mid-market customers, including lighting, zap cap, conservation and other programs available to support commercial customers.
• Evaluate, recommend and coordinate company sponsored events, which portray Tampa Electric as the industry expert and bring value to the customer. Includes hosting webinars, lunch-n-learn and other types of training events. Participate on local associations, boards and expos, as needed.
• Coordinate market research efforts to identify market trends, issues and opportunities within assigned segments. Apply market intelligence to develop business partnerships, identify opportunities to improve customer satisfaction and identify and capture opportunities for the expansion of sales and other strategic initiatives.
• Provide technical expertise (i.e. energy engineering, power quality, rate analysis, etc.) to customers, trade allies and other Tampa Electric employees as it relates to technologies, rate evaluations, billing inquiries, conservation and energy management, future growth, and competitive programs and services.
• Maintain Account Management database of daily interactions to track activities and enhance marketing of products and services and to ensure appropriate tracking of issues and needed follow up.
• Participate in special projects and assume leadership role as required with some supervision. Supports and participates in trade shows, safety events, and conducts presentations to increase awareness of Tampa Electric Company programs, products and services, and promotes the safe use of electric technologies

QUALIFICATIONS

Education

• Required: Bachelor’s degree from an accredited university.
• Preferred: Bachelor’s degree in communications, business, marketing, economics, IT, accounting, or engineering from an accredited university.

Licenses/Certification

• Required: N/A
• Preferred: Certified Energy Manager or Business Energy Professional certification.

Experience

• Required:
  • Minimum 3 years’ customer service experience including 1 year of supporting assigned commercial customers with SAP-CRM customer service experience. 
  • In lieu of a Bachelor’s degree, a minimum 6 years of commercial customer service experience with an Associate’s degree may be considered.
  • Minimum 1 year of SAP-CRM experience as a user, validator, or tester of customer service related functionality.
• Preferred:
  • Two years of large electric utility account management experience, as a Business & industry representative, commercial program support analyst or account coordinator or similar position that supports commercial accounts.

Knowledge/Skills/Abilities (KSA)

Required: 

• Above average analytical and decision-making skills to perform analysis necessary to understand customer concerns and improve and enhance customer satisfaction; ability to work independently, and in a self-directed team; demonstrated proficiency in the knowledge of company tariff, rates, programs and services; and
• Above average oral and written communication skills required in order to effectively present findings and information to customers and internal constituents.
• Proficient planning and organizational skills.
• Autonomous work schedule to maximize time available for field activities and meet customer requests, document activities and follow up in a timely manner.
• Strong business application skills including MS Office Suite, CRM database, SAP-CRM, and company website.

Preferred:   

• Knowledge of project management, forecasting experience, regulatory electric tariff and comparing commercial rates, Regulatory filing and interrogatory testimony.
• Knowledge of Tampa Electric’s standard grid system.
• Must be familiar with the Florida Administrative Code and Company Tariff, Programs and Services.
• Knowledge of and experience in comparing energy rates and performing load profile analysis to support high bill resolution and billing anomalies in order to ensure proper follow-up to customer concerns.
• Knowledge of electric utility operations and terminology, in order to provide technical information to customers.  Familiar with commercial rates, programs and services.

WORKING CONDITIONS

Driving up to 10% of the day; up to 90% spent in a combination of working with Customers, working outdoors and in attics, walking, bending, and climbing, and providing back office support. Primarily outbound calling and communicating with commercial mid-market accounts.

PHYSICAL DEMANDS/REQUIREMENTS

Physical ability to safely walk for long periods, climb and carry materials in the field; and attend site/field meetings in adverse conditions such as, severe hot/cold weather, rain and severe wind.

TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!

STORM DUTY REQUIREMENTS....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.

TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

TECO Energy is proud to be an Equal Opportunity Employer.

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.