What are the responsibilities and job description for the Customer Service Representative I - WV Customer Contact Centers - Fairmont Corporate Center position at FirstEnergy?
Job Description
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
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
- 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.