Supervisor Customer Billing - Back Office Billing - Holmdel Office

FirstEnergy • Holmdel Township, NJ

13h • Onsite

About The Position

The role is responsible for supervising employees in the Holmdel NJ office, overseeing completion of billing work for three operating companies (Met-Ed, Penelec, and JCP&L) in accordance with the respective state regulations, operating company tariffs, and company procedures. Must demonstrate the ability to flex in a constantly changing environment, and be able to support in emergency situations, including a Public Protector Dispatcher support role which would require working extended hours that could be on site. The position is in the Holmdel NJ office with minimal travel. The successful candidate should possess a commitment to FirstEnergy Values & Behaviors, enjoy and have demonstrated success as a leader, and understand how to coach individuals to deliver value driven results each day.

Requirements

• Excellent verbal and written communication skills, strong people skills, ability to multi-task, problem solving, planning and organizational skills are required.
• Working knowledge of CRM, as well as other related systems.
• Proficient in the use of Microsoft applications (Excel, Word, Access.)
• Strong mathematical skills to interpret reported statistical data.
• Ability to prepare and support presentations for a variety of audiences.
• Must possess a valid driver’s license.

Nice To Haves

• Bachelor’s degree preferred.
• In lieu of a degree, a minimum of 5 years’ relevant work experience is required. Relevant work experience includes strong customer service skills, ability to coach, give honest and direct feedback, and motivate others while working as part of a collaborative team.
• Experience in a union environment and the ability to manage under the provisions of a union contract preferred.
• Knowledge of Local 1289 Bargaining Agreement preferred.
• Supervisory experience preferred.

Responsibilities

• Promote a diverse, inclusive, and collaborative work environment by encouraging open, honest, direct, and ongoing conversations among all team members.
• Support an issue-free work environment by timely addressing employee concerns.
• Oversight of the team’s performance to deliver timely and accurate bills.
• Making decisions guided by policies and procedures.
• Monitoring the consistent application of company policies, practices, and procedures.
• Reviewing daily and monthly reports to analyze operational performance.
• Evaluating training needs for employees to ensure the right skill sets and employee progression is on track.
• Discuss and document performance results and development goals with employees.
• Coordinating Back Office Billing activities with other departments including Legal, Compliance, Contact Center, Billing Controls, Meter Services, Meter Reading, Line Shops and Corporate teams.
• Timely handling of, and professional response to, complex and technical customer inquiries.
• Maintain confidentiality, work independently and/or in teams, and demonstrate strong decision-making capabilities.
• Ensure support and activation of ERPC (Emergency Response Phone Center) during large storm events (NJ only).
• Ensure availability to support storms in the Public Protector Dispatcher role.
• Support other FirstEnergy business units with special projects/testing.

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: Manager
• Education Level: Associate degree