Customer Account Specialist III, IV or V- Customer Accounts - Western PA

Location: Cokeburg

First Energy at a Glance

We are a forward-thinking electric utility powered by a diverse team of employees committed to making customers' lives brighter, the environment better and our communities stronger.

First Energy (NYSE: FE) is dedicated to integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, First Energy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.

About the Opportunity

• This is an open position with the First Energy Pennsylvania Electric Company, a subsidiary of First Energy Corp.
• There is a total of 5 open positions. The preferred reporting locations will be within West Penn Power or Penelec. The selected candidates may report to any office location in the operating company footprint but will be expected to occasionally travel for in-person customer meetings.

Summary of Responsibilities

Customer Engagement & Representation

• Serve as the primary point of contact and liaison for First Energy managed customers, embodying the company's values and commitment to service.
• Deliver superior customer experience through proactive, personalized engagement with managed Commercial & Industrial (C&I) customers and community stakeholders.
• Act as a trusted advisor and point of contact for managed customers, ensuring their needs are understood and addressed effectively. Maintaining customer confidentiality.

Technical Account Management

• Responsible for the relationship of First Energy's most complex, high-value, and large load Commercial & Industrial accounts, driving strategic engagement, customer satisfaction, and sustainable load growth through custom solutions and long-term partnership development.
• Cultivate high-impact relationships across all levels of customer organizations-from operational teams to executive leadership-to strengthen strategic alignment, enhance collaboration, and drive long-term business value.
• Identify opportunities to drive load growth and capital investment through strategic partnerships and tailored energy solutions.
• Responsible for the administration of detailed load study agreements; detailed load study review, cost allocation and revenue credit development; uploading of contracts for approval and managing that approval process; construction service agreement creation and approval process management; contract execution; invoice generation; setting up pre job meeting between the customer and our construction project manager; supplying of construction updates to customer and notification to the customer on milestones i.e.: CPCN/ LON, permitting and in service date.

Communication & Relationship Building

• Bridge communication between First Energy and its customers, translating technical and organizational information into actionable insights for customer retention, attraction, and expansion projects
• Foster collaboration across internal departments to support customer initiatives and infrastructure development, including but not limited to Local Engagement, Economic Development, Engineering, Legal, Rates, and Billing
• Represent customer interests in internal planning and decision-making processes.
• Works with Lines, Substation, DCC and ACC organizations to schedule work in accordance with customer priorities.
• Works in conjunction with Business Services and Billing to ensure accurate and timely billing for customer work requests.

Organizational Knowledge & Technical Insight

• Utilize deep organizational insight to navigate internal structures and advocate for customer priorities, ensuring seamless integration of customer needs into business operations.
• Apply industry expertise and technical acumen to deliver tailored guidance that supports complex customer initiatives and drives mutual value.
• Engage cross-functional teams-including legal, engineering, operations, and regulatory-to strategically align internal capabilities with customer project goals, timelines, and regulatory requirements.
• Will become proficient in the following technical areas:
• Distribution/Transmission Interconnection process.
• Shepherd the customer through the full Transmission Connection lifecycle process.
• Gain working knowledge of the purpose, function and operating characteristics of electrical equipment and systems. (i.e., substation, overhead lines, underground lines) as well as working knowledge of construction methods, maintenance practices, service practices, standards and procedures. Provide technical support to customers for both distribution and transmission services.

Customer Focus & Issue Resolution

• Leverage emotional intelligence and strategic problem-solving to effectively resolve complex customer challenges related to reliability, energy efficiency, and load growth ensuring outcomes that align with both customer expectations and business objectives.
• Maintain a composed, solutions-focused presence during…