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Customer Svc Rep-L1


Holmdel, NJ, US, 07733

Job Function:  Customer Service
Employee Type:  Reg Full Time (FT)
Requisition ID:  37125

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 safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,500 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of 3,780 megawatts.

About the Opportunity

This is an open position with FirstEnergy Service Co., a subsidiary of FirstEnergy Corp.  [SC00]


The position is located in Holmdel, NJ.


Responsibilities include:

  • Accepting customer service requests and preparing necessary documents to establish or terminate electric service
  • Completing credit review associated with new accounts, and accepting credit deposits and customer payments
  • Responding to customer inquiries or complaints relative to bills, rates, service, etc. using specific knowledge of electric service tariffs, company policy, rates, rules and regulations of the States utility regulatory commission, a general knowledge of Company organization and the basic functions of various departments
  • Processing meter reading documents before and after reading and prepares appropriate orders for record correction, field investigation and substitute meter reading documents
  • Maintaining security deposit records involving duties such as deposit refunds, deposits applied or refunded and deposit transfers
  • Reviewing and processing billing exceptions and creating appropriate field investigations
  • Analyzing computer application reports, bill and invoice accounts in a timely manor taking corrective action where necessary
  • Researching and maintaining reports and records applicable to active and inactive accounts
  • Receiving and handling calls during emergency conditions and service interruptions, after 9 months of employment as a Customer Service Representative (CSR)
  • Preparing statements of accounts and rebilling statements for electric service in conjunction with contacting the customer in compliance with state regulations
  • Processing and responding to customer inquiries
  • Assisting CSRs of lower levels or steps in procedures and practices. Instructing personnel in customer service policies and procedures as required
  • Reviewing and monitoring delinquent accounts; directing field collection activity within established parameters dictated by Company policy and regulatory agency requirements; accumulating and maintaining records and preparing necessary reports relative to delinquent accounts receivable
  • Preparing monetary and nonmonetary transactions to correct customer master records
  • Operates all normal office equipment as necessary


Qualifications include:

  • High school diploma or GED required
  • Minimum one year of customer service experience preferred
  • Analytical ability and judgment
  • Must pass the Edison Electric Institute Support and Administrative Selection System (SASS) test
  • Demonstrated ability to interact with internal and external customers in a tactful, diplomatic and courteous manner
  • Proficient in Microsoft applications (Word, Excel)
  • Excellent phone, verbal and written communication skills
  • Required to work overtime as needed, including emergency situations, after 9 months as a CSR.
  • Ability to progress through various levels in accordance with the collective bargaining agreement

EEI Testing

We administer selection tests for a variety of positions. The required tests have been developed by the Edison Electric Institute (EEI), a trade association of investor-owned electric utility companies.  We strongly encourage potential employees to review all information, including the sample test brochures, and to use the available practice tests before taking the actual tests.  Click this link to access the practice tests. You will be prompted for a name and password. Use firstenergy for both.

Practice tests provide sample questions and detailed discussions of the correct answers. It's important to take the practice test as you would the actual one, with similar intensity and concentration.  You must have Adobe Acrobat Reader on your computer. 

Note: EEI website does not allow access to actual tests. Testing is held at various locations throughout our service territory based on where the job is located.

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 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 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.

Position Classification

Bargaining Unit 

FirstEnergy Human Resources Team

Nearest Major Market: New Jersey

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