FirstEnergy 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.
FirstEnergy (NYSE: FE) is dedicated to integrity, safety, reliability, and operational excellence. Headquartered in Akron, Ohio, FirstEnergy 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 FirstEnergy Corp.
The reporting location for this on-site position is the Fairmont Corporate Center.
Assistant Customer Service Representative
Summary:
The Assistant Customer Service Representative provides professional, high‑quality customer support through inbound and outbound calls. Customer Service Representatives are often the first point of contact for customers and play a key role in delivering a positive customer experience. This role assists customers with billing inquiries, service requests, outage information, and account maintenance while ensuring compliance with regulatory requirements, safety standards, and company policies.
Job Responsibilities:
- Receive and respond to customer inquiries in accordance with company and regulatory guidelines, including billing questions, service issues, outage information, credit inquiries, and company products
- Answer inbound customer calls related to electric service, billing, payments, and account information
- Accurately input phone requests into customer information systems
- Demonstrate active listening to assist and understand customers with a focus to resolve their requests as part of first contact resolution
- Perform account maintenance and service transactions following established procedures
- Assist customers with billing questions including processing payments.
- Research customer inquiries and complete required system documentation accurately and timely
- Provide critical customer support during storm events and emergency situations
- Receive and process outage reports and emergency calls in accordance with regulatory and company guidelines
- Communicate outage status, estimated restoration times, and safety information clearly and accurately to customers
- Maintain professionalism and effectiveness during periods of high call volume, extended hours, and rapidly changing conditions
- Support business continuity efforts by working extended shifts, overtime, or modified schedules during storm response as required
- Follow up with customers when needed to ensure resolution
- Demonstrate calm, courteous, and professional behavior when handling challenging customers
- Use effective communication skills and sound judgment to resolve routine customer concerns
- Demonstrate a strong commitment to safety, FirstEnergy values, and customer service excellence
Required Qualifications:
- High school diploma or GED required
- 1-3 years of customer service or related work experience
- Excellent customer service skills (friendly, courteous, and helpful)
- Demonstrated alignment with FirstEnergy values and behaviors
- Strong organizational skills with the ability to multitask and be self‑motivated
- Ability to work effectively under pressure in a fast‑paced, changing environment
- Ability to follow established procedures and guidelines
- Willingness to learn and demonstrate a questioning attitude to improve performance and build relationships
- Ability to read and interpret training materials, reference guides, and online tools
- Ability to accurately perform basic math calculations, including an understanding of billing concepts
- Strong verbal communication skills, including grammar, tone, and clarity
- Proficiency with Microsoft Office applications; experience with SAP and Access preferred
- Strong computer proficiency, including keyboarding accuracy, system navigation, data entry, and the ability to effectively use multiple applications in a fast-paced customer service environment.
All employees must have an account to use a FirstEnergy computer to apply for jobs. If you do not know if you have an account, please contact the IT Service Desk at 330-315-4357, Option 1 - 1 for assistance.