Customer Account Specialist

FirstEnergy - Altoona, PA

Full-time - Mid Level

Remote - Altoona, PA

Utilities

About the position

This position with FirstEnergy Pennsylvania Electric Company involves managing customer relationships and ensuring customer satisfaction while focusing on reliability and power quality performance. The role requires the selected candidate to work remotely but be available for frequent in-person meetings at job sites. Responsibilities include supporting new business initiatives, guiding customers on efficient electric usage, and participating in storm response efforts.

Responsibilities

• 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 and cultivating relationships with decision makers.
• Providing leadership and support to the team effort and being viewed as a team player by coworkers.
• Having thorough utility industry understanding and knowledge of trends and technologies.
• Staying current and communicating changes to tariffs, policies and procedures.
• Customizing solutions for power quality problems and discussing power outages.
• Understanding energy efficiency technologies to support corporate goals.
• Demonstrating the ability to develop mutually respectful relationships with individuals at all levels.
• Understanding the storm process and providing customer information during outages.
• Communicating proactively during and after a power outage.
• Understanding the customer value proposition and effectively communicating offers to potential customers.
• Acting as project manager for construction projects and facilitating product line expansions.
• Providing advanced energy audit demand reduction knowledge.
• Challenging the customer support team to excel and build a culture of success.
• Investigating and answering customer inquiries regarding service quality and reliability.
• Supporting storm response as a storm analyst or hazard dispatcher.
• Working overtime to support storm efforts or special projects.

Requirements

• Bachelor's degree in a related discipline with a minimum of 7 years related work experience, or more than 10 years of related work experience in lieu of a degree.
• Analytical skills to handle responsibilities for medium-sized commercial accounts, including data analysis in Excel and SAP.
• Exceptional teamwork, customer service, and leadership skills.
• Demonstrated oral and written communication skills for effective information exchange.
• Ability to develop and grow relationships with a variety of external and internal customers.
• Skills in process improvement and self-motivation.
• Organizational skills and ability to multi-task in a changing environment.
• Proficiency in SAP/CRM, CREWS, Power On remote, GIS View, VMobile, Word, Excel, and customer databases.

Nice-to-haves

• Understanding of filed rate tariffs, deregulation, and special contracts.
• Working knowledge of company practices, policies, procedures, electrical systems, streetlight processes, customer billing, collections, outage history, and power quality issues.

Benefits

• Competitive pay plus incentive compensation
• Company-sponsored pension plan
• 401(k) savings plan with matching employer contribution
• Choice of medical, prescription drug, dental, vision, and life insurance programs
• Skills development training with tuition reimbursement