Customer Services Assistant - OH Customer Contact Centers - Akron Fairlawn

FirstEnergy•Akron, OH

1d•Onsite

About The Position

The Assistant Customer Service Representative provides professional, high-quality customer support through inbound and outbound calls. Customer Service Representatives are often the first point of contact for customers and play a key role in delivering a positive customer experience. This role assists customers with billing inquiries, service requests, outage information, and account maintenance while ensuring compliance with regulatory requirements, safety standards, and company policies.

Requirements

High school diploma or GED required
0–2 years of customer service or related work experience
Excellent customer service skills (friendly, courteous, and helpful)
Demonstrated alignment with FirstEnergy values and behaviors
Strong organizational skills with the ability to multitask and be self-motivated
Ability to work effectively under pressure in a fast-paced, changing environment
Ability to follow established procedures and guidelines
Willingness to learn and demonstrate a questioning attitude to improve performance and build relationships
Ability to read and interpret training materials, reference guides, and online tools
Ability to accurately perform basic math calculations
Strong verbal communication skills, including grammar, tone, and clarity
Proficiency with Microsoft Office applications
Strong keyboarding skills and basic computer navigation capability

Nice To Haves

experience with SAP and Access preferred

Responsibilities

Receive and respond to customer inquiries in accordance with company and regulatory guidelines, including billing questions, service issues, outage information, credit inquiries, and company products
Answer inbound customer calls related to electric service, billing, payments, and account information
Accurately input phone, fax, and web requests into customer information systems
Perform account maintenance and service transactions following established procedures
Assist with service requests such as start/stop service and payment arrangements under guidance
Research customer inquiries and complete required system documentation accurately and timely
Provide critical customer support during storm events and emergency situations
Receive and process outage reports and emergency calls, including 911-related contacts, in accordance with regulatory and company guidelines
Communicate outage status, estimated restoration times, and safety information clearly and accurately to customers
Maintain professionalism and effectiveness during periods of high call volume, extended hours, and rapidly changing conditions
Support business continuity efforts by working extended shifts, overtime, or modified schedules during storm response as required
Follow up with customers when needed to ensure resolution
Demonstrate calm, courteous, and professional behavior when handling challenging customers
Use effective communication skills and sound judgment to resolve routine customer concerns
Demonstrate a strong commitment to safety, FirstEnergy values, and customer service excellence