Collector B - 102-MD-92 - Mount Airy Service Center

FirstEnergy•Mount Airy, MD

About The Position

This is an open position with Potomac Edison, a subsidiary of FirstEnergy Corp. The position is part of Revenue Operations and reports to the Supervisor, Revenue Operations. It performs a variety of duties in accordance with company customer service standards to encourage collection of delinquent residential and nonresidential accounts. Daily assignments are provided electronically on a handheld computer and through paper documents.

Requirements

Ability to work safely and follow applicable safety rules for the assignment.
Meet company standards for physical fitness, personal conduct and appearance, attendance, work performance, safety practices, and supervision.
Manual dexterity to operate handheld devices and accurately input information.
Ability to do considerable walking or driving, ascend and descend steps and ladders, work in all weather conditions, and navigate safely across rough terrain.
Ability to lift and carry more than 25 pounds and have range of motion appropriate for installing and removing meters.
Ability to read and report meter data accurately, interpret reports and work orders and take appropriate action, deal professionally and courteously with customers and the public, and work with energized meters.
Ability to deal with potentially dangerous animals and use or handle dog-repellant spray.
Ability to communicate effectively; operate two-way radios, telephones, cellular phones, and other communication devices; write legibly; and maintain accurate records and reports.
Ability to organize work, plan routes, and maintain accurate records and reports; must be receptive to feedback and measurement.
Valid motor vehicle operator's license for the applicable jurisdiction and ability to safely operate motor vehicles.
Ability to interact and communicate effectively with customers and the management team.
Must live within 30 minutes of the operating Service Center.

Nice To Haves

A bachelor's degree in a business or technical discipline with related customer service or contact experience, or equivalent work-related experience.
Meter-reading or collections experience.
Extensive knowledge of the Operating Company's service areas.
Knowledge of basic electricity.

Responsibilities

Retrieve and organize daily collections work.
Make customer contact at individual locations to address past-due balances.
Deliver field notices in compliance with West Virginia state regulations.
Terminate accounts for nonpayment at the meter when satisfactory payment is not received or verified.
Reconnect accounts terminated for nonpayment, when appropriate, after satisfactory payment is received or verified.
Troubleshoot technical issues with computers, handheld devices, phones, and other communication devices.
Participate in emergency work within and outside Operating Company service areas.
Communicate with customers in person, by telephone, and through written correspondence in accordance with company customer service standards.
Contact customers regarding delinquent account balances and disconnect or reconnect electric service.
Receive and respond to customer or employee inquiries regarding payments, payment arrangements, deposits, policies, and regulations pertaining to collections, where applicable.
Maintain, explain, implement, and stay current on credit policies and procedures in compliance with company and state and federal regulatory rules and regulations.
Receive or initiate contact with agencies for customer referrals, counseling, payment assistance, and regulatory or company programs.
Follow company safety rules and guidelines and use assigned safety and personal protective equipment.
Document and inform supervision of adverse safety conditions involving meters, meter sockets, electric services and lines, and Unauthorized Use Investigation conditions.
Assist with meter reading or meter services assignments, where appropriate, including completing meter-reading routes, obtaining special reads, and completing investigation orders.
Train and instruct other employees as requested.
Perform other duties as assigned.
Maintain records in accordance with company policies.