Customer Services Assistant - OH Customer Contact Centers - Akron Fairlawn

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, fax, and web requests into customer information systems
• Perform account maintenance and service transactions following established procedures
• Assist with service requests such as start/stop service and payment arrangements under guidance
• 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, including 911-related contacts, 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
• 0-2 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
• Strong verbal communication skills, including grammar, tone, and clarity
• Proficiency with Microsoft Office applications; experience with SAP and Access preferred
• Strong keyboarding skills and basic computer navigation capability