Customer Account Specialist

Firstenergy Service Corporation - Altoona, PA

Full-time - Entry Level

Remote - Altoona, PA

Utilities

About the position

The Customer Account Specialist at FirstEnergy is responsible for managing customer relationships, ensuring customer satisfaction, and supporting business growth through effective communication and problem-solving. This role involves understanding utility industry trends, providing guidance on electric usage, and participating in storm response efforts. The position requires a strong commitment to safety and the ability to work independently while collaborating with various stakeholders.

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.
• Understanding general company work practices, policies and procedures, and effectively communicating these to customers.
• Customizing a solution for power quality problem(s) and discussing detailed information regarding power outages.
• Understanding energy efficiency technologies that will support corporate goals.
• Demonstrating the ability to develop mutually respectful relationships externally and internally.
• Understanding the storm process and providing customer information and assistance in restoring power.
• Communicating proactively during and after a power outage.
• Understanding the customer value proposition and effectively communicating this to potential customers.
• Acting as project manager for construction projects and facilitating the expansion of additional product lines.
• Providing an advanced level of energy audit demand reduction knowledge.
• Challenging the customer support team to be their best and building a culture focused on success.
• Investigating and answering customer inquiries regarding service quality and reliability.
• Supporting storm response as a storm analyst, hazard dispatcher, or as assigned.
• Working overtime to support storm efforts or other special projects as business needs require.

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 of medium sized commercial accounts, including the ability to run reports and analyze data in Excel and SAP.
• Exceptional teamwork, customer service, and leadership skills.
• Demonstrated oral and written communication skills to effectively exchange information with external contacts and company employees.
• Ability to develop and grow relationships with a wide variety of external and internal customers.
• Demonstrated skills in looking for ways to improve processes.
• Self-motivated, organized, and able to multi-task.
• Able to handle pressure in a constantly changing environment.
• Proficiency in systems such as SAP/CRM, CREWS, Power On remote, GIS View, VMobile, Word, Excel, and customer databases.

Nice-to-haves

• Understanding of or ability to quickly learn about filed rate tariffs, deregulation, and special contracts.
• Working knowledge of company practices, policies, procedures, electrical system, streetlight process, customer billing, collections, outage history, and general power quality issues.

Benefits

• Competitive salary
• 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