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Customer Account Specialist
Job in
Youngstown, Mahoning County, Ohio, 44501, USA
Listed on 2026-06-01
Listing for:
First Energy
Full Time
position Listed on 2026-06-01
Job specializations:
-
Customer Service/HelpDesk
HelpDesk/Support, Customer Service Rep, Client Relationship Manager, Customer Success Mgr./ CSM
Job Description & How to Apply Below
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 Ohio Edison Company, a subsidiary of First Energy Corp. Location - Youngstown, OH
Position Overview
The Customer Account Specialist provides dedicated support for new service requests and issue resolution for First Energy's non‑managed residential and Commercial & Industrial (C&I) customers. This role acts as a single point of accountability, ensuring timely coordination, clear communication, and consistent ownership throughout the new service lifecycle.
The Customer Account Specialist addresses gaps in the new service process by managing customer issues, coordinating efforts across internal teams, and resolving delays or process complexities. This position plays a critical role in improving customer experience, reducing rework, and reinforcing First Energy's commitment to reliable, customer‑focused service.
Key Responsibilities
Customer Support & Relationship Management
* Serve as the primary point of contact for assigned residential and C&I customers.
* Act as a trusted advisor, ensuring customer needs are understood and addressed effectively.
* Manage customer relationships to resolve inquiries, concerns, and service issues.
* Always maintain customer confidentiality.
* Communicate proactively and clearly with customers throughout the new service connection process, ensuring timely updates and responsive customer support.
Service Coordination & Issue Resolution
* Coordinate with internal teams to monitor progress, address barriers, and ensure timely resolution of customer issues.
* Support customers navigating the new service process, including applications, inspections, and related documentation.
* Handle elevated inquiries requiring specialized coordination and follow-through.
* Investigate and support informal PUC complaints.
* Provide billing support for large or sensitive customer accounts.
Operational & Administrative Support
* Process new service web applications.
* Manage new service web inquiries.
* Correct work types and initiate high‑volume work orders (e.g., residential developments).
* Create service orders for streetlight installations, upgrades, and removals.
* Execute DER and net metering agreements, including invoicing, payment receipt, and order creation.
* Provide invoice payment monitoring and limited load study support, as applicable.
* Support data center and cryptocurrency customer relationships, ensuring timely payment and reduced uncollectibles.
* Participate in ad hoc customer service and continuous improvement initiatives.
Other Responsibilities
* Demonstrating a strong commitment to safety in all aspects of work.
* Providing leadership and support to team members while fostering a collaborative environment.
* Understanding the storm process and serving as a hazard dispatcher or communication liaison, as required.
* Positioning First Energy's value proposition and services effectively with customers.
* Associate degree preferred; or 4+ years of related customer relationship experience.
* Strong customer service, relationship management, teamwork, leadership, and communication skills, including the ability to effectively engage with internal and external stakeholders.
* Ability to multitask, remain organized, manage competing priorities, and perform effectively in a fast‑changing, high‑pressure environment.
* Proven problem‑solving skills with strong follow‑through and a continuous improvement mindset.
* Proficiency in CX1, SAP/CRM, CREWS, Power On Remote, GIS, Microsoft Word and Excel, and related systems/software.
* Ability to work independently with broad…
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