Customer Account Specialist V - PA Customer Accounts and Local Engagement - Western PA

FirstEnergy • Erie, PA

2d • Hybrid

About The Position

This is an open position with the FirstEnergy Pennsylvania Electric Company, a subsidiary of FirstEnergy Corp. There are a total of 5 open positions. The preferred reporting locations will be within West Penn Power or Penelec. The selected candidates may report to any office location in the operating company footprint but will be expected to occasionally travel for in-person customer meetings.

Requirements

• Associate’s degree in business administration, Engineering, Engineering technology, or a related field preferred. In lieu of a degree, 7+ years of related experience will be considered. Related experience includes demonstrated customer relationship management and engagement.
• Analytical Skills: Ability to manage medium to large commercial accounts, analyze data using tools such as Excel, CRM/SAP, Power BI, QlikView, etc.
• Communication: Excellent oral and written communication skills to effectively interact with internal teams and external stakeholders.
• Leadership & Teamwork: Exceptional relationship management, leadership, and collaboration skills.
• Technology Proficiency: Strong skills in Microsoft Office (Outlook, Excel, PowerPoint, Word), SAP/CRM, GIS View, MS Dynamics, FLEX, CREWS, and other customer databases.
• Process Improvement: Demonstrated initiative in identifying and implementing process improvements.
• Public Relations: Outstanding skills in building relationships across a diverse background of individuals at various levels of an organization.
• Understanding of/or ability to quickly learn about filed rate tariffs, deregulation, and special contracts.
• Working knowledge of company policies, electrical systems, billing, collections, outage history, and power quality issues.
• Ability to work independently with minimal direction and broad discretion to meet strategic objectives.
• Availability to extend hours, including evenings, weekends, and holidays, during emergencies or storms with little notice.
• Commitment to ethical standards, confidentiality, and a safety-first mindset.
• Bachelor’s degree in business administration, engineering, engineering technology, or a related field preferred with a minimum of 7 years related work experience. In Lieu of a degree, 10+ years of related experience will be considered. Related experience includes demonstrated customer relationship management and engagement.
• Bachelor’s degree in business administration, engineering, engineering technology, or a related field preferred with a minimum of 10 years related work experience. In Lieu of a degree, 13+ years of related experience will be considered. Related experience includes demonstrated customer relationship management and engagement.

Responsibilities

• Serve as the primary point of contact and liaison for FirstEnergy managed customers, embodying the company’s values and commitment to service.
• Deliver superior customer experience through proactive, personalized engagement with managed Commercial & Industrial (C&I) customers and community stakeholders.
• Act as a trusted advisor and point of contact for managed customers, ensuring their needs are understood and addressed effectively. Maintaining customer confidentiality.
• Responsible for the relationship of FirstEnergy’s most complex, high-value, and large load Commercial & Industrial accounts, driving strategic engagement, customer satisfaction, and sustainable load growth through custom solutions and long-term partnership development.
• Cultivate high-impact relationships across all levels of customer organizations—from operational teams to executive leadership—to strengthen strategic alignment, enhance collaboration, and drive long-term business value.
• Identify opportunities to drive load growth and capital investment through strategic partnerships and tailored energy solutions.
• Responsible for the administration of detailed load study agreements; detailed load study review, cost allocation and revenue credit development; uploading of contracts for approval and managing that approval process; construction service agreement creation and approval process management; contract execution; invoice generation; setting up pre job meeting between the customer and our construction project manager; supplying of construction updates to customer and notification to the customer on milestones i.e.: CPCN/ LON, permitting and in service date.
• Bridge communication between FirstEnergy and its customers, translating technical and organizational information into actionable insights for customer retention, attraction, and expansion projects.
• Foster collaboration across internal departments to support customer initiatives and infrastructure development, including but not limited to Local Engagement, Economic Development, Engineering, Legal, Rates, and Billing.
• Represent customer interests in internal planning and decision-making processes.
• Works with Lines, Substation, DCC and ACC organizations to schedule work in accordance with customer priorities.
• Works in conjunction with Business Services and Billing to ensure accurate and timely billing for customer work requests.
• Utilize deep organizational insight to navigate internal structures and advocate for customer priorities, ensuring seamless integration of customer needs into business operations.
• Apply industry expertise and technical acumen to deliver tailored guidance that supports complex customer initiatives and drives mutual value.
• Engage cross-functional teams—including legal, engineering, operations, and regulatory—to strategically align internal capabilities with customer project goals, timelines, and regulatory requirements.
• Will become proficient in the following technical areas: Distribution/Transmission Interconnection process.
• Shepherd the customer through the full Transmission Connection lifecycle process.
• Gain working knowledge of the purpose, function and operating characteristics of electrical equipment and systems. (i.e., substation, overhead lines, underground lines) as well as working knowledge of construction methods, maintenance practices, service practices, standards and procedures. Provide technical support to customers for both distribution and transmission services.
• Leverage emotional intelligence and strategic problem-solving to effectively resolve complex customer challenges related to reliability, energy efficiency, and load growth ensuring outcomes that align with both customer expectations and business objectives.
• Maintain a composed, solutions-focused presence during high-impact or sensitive engagements, reinforcing trust and confidence in FirstEnergy’s commitment to customer success.
• Assist the FirstEnergy economic development group in the identification, coordination, and management of potential projects, site visits, or expansions within the service territory.
• Develop and execute strategic plans to address and resolve issues to preserve/enhance relationships with large business customers.
• Coordinate between customer and FirstEnergy the scheduling and technical requirements for planned maintenance outages, transmission and distribution construction projects, and emergency scheduled repairs.
• Work closely with engineering, construction, Energy Control Center, Distribution Control Center, and other key internal departments to ensure that customer expectations are met in a timely manner with consistent communications.
• Serve as a resource to assigned internal cross-functional teams to assist in developing solutions to large business customers’ needs.
• Partner with internal and external stakeholders to support infrastructure development and customer-driven project initiatives on Transmission and Distribution level customers.
• Monitor project progress providing timely updates to customers, facilitate communication, and ensure timely delivery of services and solutions. May act as project lead for complex.

Benefits

• competitive pay plus incentive compensation
• company-sponsored pension plan
• 401(k) savings plan with matching employer contribution
• a choice of medical, prescription drug, dental, vision, and life insurance programs
• skills development training with tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Senior