About the Opportunity
This is an open position with FirstEnergy Service Co. a subsidiary of FirstEnergy Corp.
Responsibilities include:
- Receiving, investigating and responding to all customer inquiries within all operating companies and regulatory guidelines. This includes, but is not limited to, billing issues, trouble reports, outage information, credit information, company products and other customer inquiries.
- Inputting of phone, fax or web orders into appropriate databases
- Resolving customer issues and requests in a prompt, courteous, and professional manner.
- Demonstrating a solid commitment to all aspects of safety.
- Demonstrating sound internal and/or external customer service.
- Researching all customer inquiries and perform appropriate system entries.
- Receiving and processing outage and 911 emergency calls within company and regulatory guidelines.
- Utilizing independent analysis and good individual judgment in resolving customer concerns.
- Following up with customers when appropriate.
- Soliciting sale of new or additional services.
- Handling challenging customers in a calm, courteous, and professional manner.
- Using effective communication skills with good judgment to analyze and resolve customer inquiries
Qualifications
- High school diploma or GED required
- Minimum 0 -2 years work experience required
- Excellent customer service skills (friendly, courteous, helpful)
- Ability to organize and multitask
- Self-motivated
- Ability to handle pressure in a constantly changing environment
- Ability to follow established procedures
- Must demonstrate a questioning attitude to learn, produce results, and develop relationships
- Ability to read and interpret documents such as reference cards, training documents, online customer representative tools and other available on-line help tools
- Ability to accurately perform basic math calculations, including amounts
- Possess excellent communication skills including good grammar, tone of voice, and enunciation
- Proficient in Microsoft Office applications (Word, Excel, PowerPoint). Experience with Access and SAP preferred
- Must pass Edison Electric Institute Customer Service Representative test
Benefits, Compensation & Workforce Diversity
At FirstEnergy, employees are key to our success. We depend on their talents to meet the challenges of our changing business environment. We are committed to rewarding individual and team efforts through our total rewards philosophy which includes 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, as well as skills development training with tuition reimbursement. Please visit our website at www.firstenergycorp.com to learn more about all of our employee rewards programs. FirstEnergy proudly supports workforce diversity. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with a disability. No recruiters or agencies without a previously signed contract. Unable to sponsor or transfer H-1B visas at this time.
Safety
Safety is a core value for FirstEnergy and is essential to all of our business activities. We ensure employees have the tools, information, and processes to perform their duties in a manner that assures safety for themselves, their co-workers, our customers and the public. Our goals are to provide a safe work environment, to maintain an accident-free, injury-free workplace, and to promote and maintain public safety. To meet these goals, we dedicate ourselves to achieving world-class safety standards.
Requisition ID: 8428
Click here to view the full job posting.
FirstEnergy Corp.
76 S Main St
Akron
Ohio United States
www.firstenergycorp.com
