Putting customers first while providing safe and reliable power is what I&M strives to accomplish every day. We have a dedicated team of customer service employees who are here to help. From the 24/7 Customer Operations Center, ready to answer your call, or social media message to customer service representatives who live in your communities – they are ready when you need them.
On the team, is Zachary Vaughn – a Key Account Manager helping southwest Michigan customers. He has been with I&M for almost 7 months and keeps learning to be a wealth of knowledge to help I&M’s business customers.
How would you describe your role to someone outside of the company?
As a Key Account Manager, I’m responsible for cultivating superb relationships and providing solution-driven pathways for I&M’s large customers – including several local businesses. I focus on customer relations, problem solving, retention and growth and facilitating collaborative efforts to reach the customer’s energy goals. The role is about longevity - fostering long-term customer relationships and satisfaction.
What’s your favorite aspect of your role?
I enjoy visiting customers face-to-face. This includes touring and learning about what their business does, the products produced and any unique methods of production. It’s also great to learn the broad positive economic and educational impacts our local companies and customers have within our communities.
What’s your approach to customer experience?
Listening! You can learn about the customer’s experience through listening this includes the good, the bad and the ugly. Listening provides the customer with an outlet to express their concerns, challenges and opportunities so I can strategically plan a positive customer experience.
Why do you enjoy working at I&M?
I believe working at I&M will be beneficial toward my personal and professional growth. You always learn something new each day, whether it’s electrical knowledge or how to better serve our customers.
What’s something you’ve learned since you’ve been with I&M?
I’ve learned how important the need for safe, reliable and consistent energy production and performance has become as future energy demands continue to grow.
Do you have skills in engineering, technical trades, finance, customer care, or in something that doesn't fit neatly under a label? We've got a place for you at I&M and AEP. To learn more about the careers we offer, click here.