Customer Services Associate - WV Revenue Operations - Fairmont Corporate Center

FirstEnergy

About the Opportunity

This is an open position with Mon Power, a subsidiary of FirstEnergy Corp. [MP]

All employees who apply for a posted position must notify their supervisors that they have applied. Employees who have not been in their current positions for at least one year or who are in a position with specific requirements beyond one year, must obtain approval from their supervisor before applying. 

The position is an on-site position in Fairmont, WV. 

Responsibilities include:

• Demonstrating a solid commitment to all aspects of safety

• Working knowledge of SAP and account documents including but not limited to, billing, dunning, human services, security deposits, final account balances, and installment plans

• Planning collector routes utilizing SAP (ZW58), FieldNet, Google Maps, MRUs

• Monitoring Fieldnet for reconnects and dispatching them per regulatory guidelines

• Contacting delinquent residential, commercial and industrial customers

• Utilizing ARCOs to update employee availability and managing callouts

• Conducting business specific research and analyzing data; interpreting results to process account transactions in accordance with company policies and procedures

• Demonstrating teamwork skills by supporting and interacting with peers, supervision, and all other stakeholders

• Receiving, investigating, and responding to all internal and external customers inquires in a prompt and professional manner

• Understanding state utility regulations and business procedures for the WV and MD operating companies

• Exercising sound decision-making abilities by developing alternatives and recommendations to improve work processes

• Delivering quality, accurate work within established deadlines

Qualifications include:

• Must have High School diploma or GED and a minimum 2 years of related work experience

• Ability to interpret account information

• Working knowledge of SAP

• Working knowledge of processes for collections, billing, and human services is helpful

• Strong analytical skills

• Ability to deliver quality, accurate work within established deadlines

• Ability to read and interpret documents such as Quick Reference Cards, training documents, CNet, and other available on-line help tools

• Must be able to organize, multitask, and be self-motivated

• Working knowledge of Microsoft Office tools (Excel, PowerPoint, Access, and Word)

• Excellent communication skills (verbal and written)

• Ability to accurately calculate figures and amounts

• Desire to learn, grow, work across FirstEnergy and deliver results

• Demonstrate a questioning attitude

• Ability to foster new relationships and develop existing relationships

• Administer best practices and techniques for addressing customer concerns

• Expected to work overtime hours occasionally that are both mandatory and optional, and to work additional hours in emergency situations including distribution electric outages

• Ability to work flexible hours

• Must be able to adapt in a constantly changing environment

Work Schedule & Availability This position requires flexibility to support operational needs across shifts. The primary schedule is Monday through Friday, 10:00 a.m. to 6:30 p.m., however candidates must be able to accommodate other shifts as needed.

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.

FirstEnergy Human Resources Team