Customer Account Specialist

FirstEnergy at a GlanceWe are a forward-thinking electric utility powered by a diverse team of employees committed to making customers’ lives brighter, the environment better and our communities stronger.FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.About the OpportunityThis is an open position with FirstEnergy Pennsylvania Electric Company, a subsidiary of FirstEnergy Corp [PN].This is a mobile (remote) position. The selected candidate must live within an hour of Altoona, Clearfield, or Dubois, and will have frequent in person meetings at job sites with customers.This position is responsible for activities that include reliability and power quality performance, new business relationships and customer satisfaction.This entails, but is not limited to, growing profit margins through new business support, providing customers guidance on efficient electric usage options, supporting the storm process, administering operating company tariffs and regulations, maintaining the customer database system, seeking alternative solutions, and implementing improvements to achieve corporate goals.Responsibilities include:

Demonstrating a solid commitment to all aspects of safety.

Managing customer relationships to effectively resolve all customer issues.

Acting as primary contact person for assigned accounts, as well as initiating and cultivating relationships with multiple levels of decision makers at assigned accounts and using effective relationship building skills within the organization.

Providing leadership and support to the team effort and being viewed as a team player by coworkers, while working to facilitate customer requests.

Having thorough utility industry understanding and knowledge of trends and technologies, with the ability to address regulatory strategies including rates, reliability, customer service, market regulation, and/or environmental issues.

Staying current and communicating changes to tariffs, policies and procedures, and performing calculations to demonstrate customer impact.

Understanding general company work practices, policies and procedures, and effectively communicating these to customers.

Customizing a solution for power quality problem(s) and discussing detailed information regarding power outages.

Understanding energy efficiency technologies that will provide support to the corporate Energy Efficiency goal.

Demonstrating the ability to develop mutually respectful relationships externally and internally with individuals at all levels.

Understanding the storm process and providing customer information and assistance in restoring power, along with participating as the hazard responder and/or communication liaison.

Communicating proactively in a timely manner during and after a power outage.

Understanding the customer value proposition, competition, and how to position our offers and ultimately communicating this effectively to potential customers.

Acting as project manager for construction projects, facilitating the expansion of additional product lines to be offered, and communicating the various regulated products and services available to our customers.

Providing an advanced level of energy audit demand reduction knowledge.

Challenging the customer support team to be their best, while building a culture that focuses on surpassing previous successes.

Will be expected to perform all the above responsibilities with more proficiency and in a more independent manner. Further, the senior level employee will be assigned additional responsibilities related to those listed above.

Investigating and answering customer inquiries regarding service quality and reliability.

Supporting storm response as a storm analyst, hazard dispatcher, or as assigned.

Working overtime to support storm efforts or other special projects as business needs require.

Qualifications:

Bachelor’s degree in a related discipline, with a minimum of 7 years related work experience. In lieu of a degree, candidates with more than 10 years of related work experience will be considered. Related work experience includes demonstrated customer relationship building.

Analytical skills to handle the responsibilities of medium sized commercial accounts in a specific geographic territory, including the ability to run reports and analyze data in Excel and SAP

Exceptional teamwork, customer service, and leadership skills.

Demonstrated oral and written communication skills to effectively exchange information with external contacts and company employees.

Ability to develop and grow relationships with a wide variety of external and internal customers across the corporation.

Demonstrated skills in looking for ways to improve processes.

Self-motivated, organized, and able to multi-task.

Able to handle pressure in a constantly changing environment.

Proficiency in the following systems strongly preferred: SAP/CRM, CREWS, Power On remote, GIS View, VMobile, Word, Excel, and customer databases.

Exceptional relationship building and management, leadership, teamwork, and communication skills are essential.

Understanding of or ability to quickly learn about filed rate tariffs, deregulation, and special contracts.

Working knowledge of company practices, policies, procedures, electrical system, streetlight process, customer billing, collections, outage history and general power quality issues strongly preferred.

The ability to work with minimal direction using a broad range of discretion to meet strategic objectives.

Willingness to work off hours to participate in community events, support the customer or storm process when required. Customers needing support or assistance may require a response at any time of the day.

Will be required to travel frequently within the service territory and may require out of town trips with overnight stays.

Benefits, Compensation & Workforce DiversityAt FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes competitive pay plus incentive compensation, a company-sponsored pension plan, 401(k) savings plan with matching employer contribution, a choice of medical, prescription drug, dental, vision, and life insurance programs, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.SafetySafety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.Position ClassificationExemptFirstEnergy Human Resources Team