Commercial & Industrial Account Representative

Job Summary

The position is responsible for managing an assigned territory of commercial and industrial ("Business Link") customers. These customers consist of NIPSCO's largest customers not assigned to a Major Accounts Manager for both electric and natural gas services. To effectively service this group of customers, the candidate must possess strong interpersonal, account management, sales, and utility industry skills. The account representative engages with customers and works with other stakeholders for billing/usage inquiries, economic development opportunities, expansion projects, and retention of existing businesses.

The ability to develop and influence cross‑functional relationships while delivering top‑tier customer satisfaction and brand perception are paramount. The ideal candidate is initiative‑taking and capable of managing numerous projects, issues, and inquiries, both internal and external, in a timely and professional manner – while continually enhancing customer relationships, educating, and influencing decision‑makers across all functions.

• Be an energy advisor to the appropriate NIPSCO Business Link customers resolving inquiries regarding rates/tariffs, Choice, and GTS programs. Includes frequent interaction with customer base in territory.
• Provide rate analysis to Commercial & Industrial customers as needed.
• Represent NIPSCO at community events (i.e., Customer Action Panels, chamber events, customer energy summits/events).
• Collaborate with other NiSource / NIPSCO departments to ensure the safe, timely delivery of energy to our customers (i.e., GM&T, electric meter shop, Line dept, Construction, Laporte billing and Industrial Billing).
• Monitor Business Link customer usage and billing patterns; provide insight when required.
• Resolve all meter issues gas and electric for Business Link customers.
• Respond to outage issues, storms, and Commercial & Industrial customer calls.
• Promote and explain NIPSCO programs based on customers’ needs.
• Assist and support NIPSCO Business Link customers with net metering and feed in tariff programs.
• Assist with scheduled clearances/outages.
• Develop and maintain strategic relationships with NIPSCO customer key decision‑makers.
• Work with Engineering on new business, upgrades, and maintenance. This includes gas/electric, distribution/transmission, and substation.
• Develop an understanding of customer’s business, their products, processes, and markets they serve.
• Rotational Stand‑by and 24/7/365 emergency response availability.
• Support Major Account Managers.
• Work with legal to review retail contract language and addendums. Provide rate case and contractual requirement support as needed.
• Assist in acquiring easements as needed.
• Assist with IURC customer complaints for Commercial & Industrial customers as needed.
• Support regulatory and other stakeholder initiatives by providing customer feedback to assist in the development of viable tariff / product / service offerings. Collaborate with cross‑functional teams regarding economic development, growth projects and other initiatives as needed.

• Bachelor's Degree in Engineering, Business, Management or comparable experience
• Ability to exercise independent judgment
• Capability to recognize, flag, and effectively communicate problems and issues
• Proficient critical thinking skills and business acumen
• Proficient verbal and written communication skills
• Understanding of NIPSCO rates & tariffs and business operations
• Knowledge of NIPSCO’s CIS and other customer programs
• Excellent sales, negotiation, and contract development abilities
• Proficient computing skills utilizing the Microsoft family of software
• Understanding of natural gas and electric distribution/transmission operations

• 4-6 years demonstrated experience in utility industry
• Knowledge of natural gas and electric metering
• Knowledge of commercial & industrial energy products, services, and end‑use applications including conservation, energy efficiency, and demand side management
• Knowledge of other energy products (oil, coal, propane, wind, solar, etc.) and their characteristics,…