Customer Account Specialist

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 Ohio Edison Company, a subsidiary of First Energy Corp. Location - Youngstown, OH or Warren, OH

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

This entails, but is not limited to, growing profit margins through new business support, providing customers guidance on efficient electric usage options, supporting the storm process, administering operating company tariffs and regulations, maintaining the customer database system, seeking alternative solutions, and implementing improvements to achieve corporate goals.

Education & Experience Requirements:

• Preferred:
Bachelor's degree in business administration, Engineering, Engineering technology, or a related field.

Job Level IV

• Bachelor's degree: 5 to 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 is preferred 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.

Relevant Experience Includes:

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

Skills & Competencies:

• Analytical
  
  Skills:
  
  Ability to manage medium to large commercial accounts, analyze data using tools such as Excel, CRM/SAP, Power BI, Qlik View, etc.
• Communication:
  Excellent oral and written communication skills to effectively interact with internal teams and external stakeholders.
• Leadership & Teamwork:
  Exceptional relationship management, leadership, and collaboration skills.
• Technology Proficiency:
  Strong skills in Microsoft Office (Outlook, Excel, PowerPoint, Word), SAP/CRM, GIS View, MS Dynamics, FLEX, CREWS, and other customer databases.
• Process Improvement:
  Demonstrated initiative in identifying and implementing process improvements.
• Public Relations:
  Outstanding skills in building relationships across a diverse background of individuals at various levels of an organization.
• Understanding of/or ability to quickly learn about filed rate tariffs, deregulation, and special contracts.
• Working knowledge of company policies, electrical systems, billing, collections, outage history, and power quality issues.

Additional Requirements:

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

Job Duties

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…