Customer Account Specialist

JOB DESCRIPTION

First Energy is a forward‑thinking electric utility headquartered in Akron, Ohio, with a diverse team committed to enhancing customer experience, the environment, and community strength.

Position:
Business Development & Technical Account Manager (Ohio Edison)

This role is responsible for activities that include reliability and power quality performance, new business relationships, and customer satisfaction.

Key responsibilities include:

• Driving profitability through new business support and customer guidance on efficient electric usage.
• Supporting storm response and administering operating company tariffs and regulations.
• Maintaining the customer database system and seeking alternative solutions.
• Implementing improvements to achieve corporate goals.

Job Level IV

• Bachelor’s degree and 5‑7+ years of progressively responsible experience in engineering, design, customer relations, technical support, or economic development.
• In lieu of a degree, 7‑10 years of related experience.
• Demonstrated problem‑solving skills and customer service.

Job Level V

• Bachelor’s degree and 8‑10 years of related work experience in engineering, design, customer relations, technical support, or economic development.
• In lieu of a degree, 11‑15 years of related experience.
  
  Demonstrated problem‑solving skills and customer service.

• Customer relationship management and engagement.
• Economic and business development.
• Problem‑solving and strategic decision‑making.
• Customer‑facing technical or engineering roles.
• Project management.

• Analytical – ability to manage medium‑to‑large commercial accounts, analyze data using Excel, CRM/SAP, Power BI, Qlik View, etc.
• Communication – excellent oral and written communication skills.
• Leadership & teamwork – relationship management, leadership, and collaboration.
• Technology proficiency – Microsoft Office, SAP/CRM, GIS View, MS Dynamics, FLEX, CREWS, and customer databases.
• Process improvement – initiative in identifying and implementing process improvements.
• Public relations – building relationships across diverse backgrounds.
• Knowledge of filed rate tariffs, deregulation, and special contracts.
• Understanding of company policies, electrical systems, billing, collections, outage history, and power quality issues.

• Ability to work independently with minimal direction and broad discretion.
• Availability to work extended hours, including evenings, weekends, and holidays, during emergencies or storms with short notice.
• Commitment to ethical standards, confidentiality, and a safety‑first mindset.

• Customer engagement & representation – serve as primary point of contact for managed customers.
• Technical account management – manage high‑value commercial & industrial accounts, drive strategic engagement, and support load growth.
• Project management – act as project manager for construction projects and expansion of product lines.
• Relationship building – cultivate relationships at all levels of customer organizations.
• Communication – bridge communication between First Energy and customers, translating technical information into actionable insights.
• Cross‑functional collaboration – work with internal departments (Local Engagement, Economic Development, National Accounts, Engineering, Legal, Rates, Billing).
• Technical insight – navigate internal structures, advocate for customer priorities, and provide industry expertise.
• Customer focus & issue resolution – resolve complex customer challenges related to reliability, energy efficiency, and load growth.
• Strategic planning – develop and execute plans to preserve and enhance relationships with large business customers.
• Project collaboration & infrastructure support – partner with stakeholders to support infrastructure development and customer‑driven projects.

Competitive base pay plus incentive compensation. Company‑sponsored pension plan, 401(k) with matching contribution, and a comprehensive benefits package including medical, prescription drug, dental, vision, and life insurance. Tuition reimbursement available for skills development training.

First Energy is committed to workforce diversity. All qualified applicants receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, veteran status, or disability status. No recruiting agencies or recruiters without a signed contract. Not sponsoring H‑1B visas.