Customer Account Specialist - National Accts & Customer Support

FirstEnergy • Akron, OH

3d • Hybrid

About The Position

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.

The Customer Account Specialist provides dedicated support for new service requests and issue resolution for FirstEnergy’s non‑managed residential and Commercial & Industrial (C&I) customers. This role acts as a single point of accountability, ensuring timely coordination, clear communication, and consistent ownership throughout the new service lifecycle.
The Customer Account Specialist addresses gaps in the new service process by managing customer issues, coordinating efforts across internal teams, and resolving delays or process complexities. This position plays a critical role in improving customer experience, reducing rework, and reinforcing FirstEnergy’s commitment to reliable, customer‑focused service. There are seven (7) positions.

Requirements

• 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.

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.
• Always 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.
• Demonstrating a strong commitment to safety in all aspects of work.
• Providing leadership and support to team members while fostering a collaborative environment.
• Understanding the storm process and serving as a hazard dispatcher or communication liaison, as required.
• Positioning FirstEnergy’s value proposition and services effectively with customers.

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: Mid Level
• Education Level: Associate degree