Customer Services Representative Level 1 - Local 1289

FirstEnergy • Holmdel Township, NJ

6d • $23 - $28 • Onsite

About The Position

This is an open position with FirstEnergy Service Co., a subsidiary of
FirstEnergy Corp.

The estimated pay range for this role is  $22.73-$28.41 per hour.

This is a full-time, on-site position based in Holmdel, New Jersey.

Requirements

• High school diploma or GED required
• Minimum one year of customer service experience preferred
• Analytical ability and judgment
• Must pass the Edison Electric Institute Support and Administrative Selection System (SASS) test
• Demonstrated ability to interact with internal and external customers in a tactful, diplomatic and courteous manner
• Proficient in Microsoft applications (Word, Excel)
• Excellent phone, verbal and written communication skills
• Required to work overtime as needed, including emergency situations, after 9 months as a CSR

Responsibilities

• Accepting customer service requests and preparing necessary documents to establish or terminate electric service
• Completing credit review associated with new accounts, and accepting credit deposits and customer payments
• Responding to customer inquiries or complaints relative to bills, rates, service, etc. using specific knowledge of electric service tariffs, company policy, rates, rules and regulations of the States utility regulatory commission, a general knowledge of Company organization and the basic functions of various departments
• Processing meter reading documents before and after reading and prepares appropriate orders for record correction, field investigation and substitute meter reading documents
• Maintaining security deposit records involving duties such as deposit refunds, deposits applied or refunded and deposit transfers
• Reviewing and processing billing exceptions and creating appropriate field investigations
• Analyzing computer application reports, bill and invoice accounts in a timely manor taking corrective action where necessary
• Researching and maintaining reports and records applicable to active and inactive accounts
• Receiving and handling calls during emergency conditions and service interruptions, after 9 months of employment as a Customer Service Representative (CSR)
• Preparing statements of accounts and rebilling statements for electric service in conjunction with contacting the customer in compliance with state regulations
• Processing and responding to customer inquiries
• Assisting CSRs of lower levels or steps in procedures and practices. Instructing personnel in customer service policies and procedures as required
• Reviewing and monitoring delinquent accounts; directing field collection activity within established parameters dictated by Company policy and regulatory agency requirements; accumulating and maintaining records and preparing necessary reports relative to delinquent accounts receivable
• Preparing monetary and nonmonetary transactions to correct customer master records
• Operates all normal office equipment as necessary

Benefits

• competitive pay plus incentive compensation
• a 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: Entry Level
• Education Level: High school or GED