Aaron Oyler has spent most of life and career in Grant County, Ind. helping others. He serves I&M’s business customers in and around the Marion area. Before this, he protected his town as a Grant County Sheriff’s Deputy. While the two careers may sound like opposites, for Oyler they aren’t so different.

“I still feel like a public servant because I’m in the business of helping people fix problems,” Oyler said. “At the end of the day, I just enjoy working with and in my community.”

We chatted with Oyler about his job, how his skills as a police officer transfer to his role now and how a grocery store visit for chips translates to exceptional customer service.

How long have you worked at I&M and in what roles?

I’ve been employed with I&M for almost five years. I started as a customer service representative and now I serve as a business account manager helping small to midsized businesses with their accounts and billing questions in the greater Marion area.

Before joining I&M you worked as a police officer. How did that experience help you better serve our customers now?

I was with the Grant County Sheriff’s Department for 17 years – five of those years I served as a detective. The skills are transferable. Being able to talk to customers and apply active listening skills has been extremely valuable as well as learning how to communicate effectively. Being aware of my surroundings at all times is another tool I often share with fellow employees as we meet with customers. Lastly, applying investigative skills and critical thinking to the problems that come up in my daily workflow.

Why do you enjoy your job and interacting with our customers?

I enjoy working with my community. I have close ties with people in the area, and they can depend on me for help. I know the Marion area extremely well and know who lives and works where. Having that knowledge helps to know where to focus my attention. Being the go-to guy provides a sense of accomplishment. Seeing growth in my community is very satisfying.

What makes working at I&M enjoyable?

I love meeting new people and customers. During meetings and interactions, I learn about their businesses and goals – and use that to help ensure reliable service. I ask questions about productivity and growth, what their goals are and apply all that information toward strengthening our relationship.

What does customer experience mean to you?

Good customer service is when the kid stocking the shelves at the grocery store tells you where the Doritos are found when you ask. Better customer service is when he stops what he is doing and takes you over to that aisle. Great customer service is when he gets the Doritos, comes back and puts them in your cart. But EXCEPTIONAL customer service is when he says “Sir, I’ve been looking at your blood results and health records. You probably shouldn’t be eating Doritos, why don’t you try eating an apple, they’re better for you and delicious. Eat one a day and let me know if this makes you feel better.” 

That is what we do with our customers. Being more than a provider; becoming a partner, a trusted resource. Showing them where we provide value and being dependable.

At I&M, we have a wide range of careers. To see available job opportunities, visit. aep.com/careers.