Customer Account Specialist - National Accts & Customer Support

About the role

This is an open position with FirstEnergy Service Company, a subsidiary of FirstEnergy Corp. at the FEHQ in Akron or other areas within the FE territories. All employees who apply for a posted position must notify their supervisors that they have applied. Employees who have not been in their current positions for at least one year or who are in a position with specific requirements beyond one year must obtain approval from their supervisor before applying. The selected candidate may be offered a position within the same job family, at a level that is lower than what was posted. This will be determined based upon the results of the interview process which considers the candidate’s skills, work history, experience level, and other relevant qualifications.

Key Responsibilities

• Serve as the primary point of contact for assigned residential and C&I customers.
• Act as a trusted advisor, ensuring customer needs are understood and addressed effectively.
• Manage customer relationships to resolve inquiries, concerns, and service issues.
• Maintain customer confidentiality.
• Communicate proactively and clearly with customers throughout the new service connection process, ensuring timely updates and responsive customer support.
• Coordinate with internal teams to monitor progress, address barriers, and ensure timely resolution of customer issues.
• Support customers navigating the new service process, including applications, inspections, and related documentation.
• Handle elevated inquiries requiring specialized coordination and follow-through.
• Investigate and support informal PUC complaints.
• Provide billing support for large or sensitive customer accounts.
• Process new service web applications.
• Manage new service web inquiries.
• Correct work types and initiate high-volume work orders (e.g., residential developments).
• Create service orders for streetlight installations, upgrades, and removals.
• Execute DER and net metering agreements, including invoicing, payment receipt, and order creation.
• Provide invoice payment monitoring and limited load study support, as applicable.
• Support data center and cryptocurrency customer relationships, ensuring timely payment and reduced uncollectibles.
• Participate in ad hoc customer service and continuous improvement initiatives.

Qualifications & Skills

• Associate degree preferred; or 4+ years of related customer relationship experience.
• Strong customer service, relationship management, teamwork, leadership, and communication skills, including the ability to effectively engage with internal and external stakeholders.
• Ability to multitask, remain organized, manage competing priorities, and perform effectively in a fast-changing, high-pressure environment.
• Proven problem-solving skills with strong follow-through and a continuous improvement mindset.
• Proficiency in CX1, SAP/CRM, CREWS, PowerOn Remote, GIS, Microsoft Word and Excel, and related systems/software.
• Ability to work independently with broad discretion while contributing effectively to a collaborative team environment.
• Understanding of filed rate tariffs, deregulation, and special contracts, or the ability to learn quickly.
• Willingness to work off hours to participate in community events, support the customer, or storm process, when required.

Benefits, Compensation & Workforce Diversity

At 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.

Safety

Safety 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.