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Supervisor, Back Office Billing


Holmdel, NJ, US, 07733

Job Function:  Customer Service
Employee Type:  Reg Full Time (FT)
Requisition ID:  41228

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 Service Co., a subsidiary of FirstEnergy Corp. [FEU]

The Supervisor, Back Office Billing, is responsible for leading a team of direct reports and managing the overall performance of their team within billing operations in Holmdel, NJ. The position includes a focus on the growth and development of the billing team, collaboration with peers across two other billing operations centers, driving efficiencies and process improvements, while working with many key stakeholders. The selected individual will coach and monitor all areas of employee development, including training and performance management. The Supervisor will model FirstEnergy's core Values and Behaviors to lead and inspire others to achieve success in their role. The Supervisor role requires candidates to be highly organized and demonstrate effective use of time.


The position reports to the Manager, Back Office Billing and is located in Holmdel, NJ.


Responsibilities Include:

  • Demonstrating the ability to promote and model FirstEnergy’s Core Values and Behaviors
  • Promote a diverse, inclusive, and collaborative work environment by encouraging open, honest, direct and ongoing conversations among all team members
  • Support an issue free work environment by timely addressing employee concerns
  • Oversight of the teams performance to deliver timely and accurate bills
  • Promoting a safety conscious work environment and ensuring safe work practices in accordance with company safety standards
  • Demonstrating effective use of time to meet all deliverables
  • Supervising bargaining employees
  • Coordinating and proactively managing back office processes to ensure specific performance and customer standards are met to ensure customer satisfaction
  • Making decisions guided by policies, procedures and the business plan
  • Monitoring the consistent application of company policies, practices and procedures
  • Reviewing and/ or creating daily and monthly reports to analyze operational performance
  • Evaluating training needs for employees and work with the team to ensure the right skill sets across the team
  • Discuss and document performance results and development goals with employees
  • Promote teamwork within and outside the department
  • Participating in or leading special projects or assignments
  • Coordinating Back Office Billing activities with other departments including Legal, Compliance, Contact Center, Billing Controls, Meter Services, Meter Reading, Line Shops and Corporate Tax 
  • Timely handling of and professional response to complex and technical customer, Compliance or employee inquiries
  • Ensure support and activation of ERPC (Emergency Response Phone Center) during large storm events



Qualifications Include:

  • Bachelor’s degree preferred
  • In lieu of a degree, a minimum 7-10 years relevant work experience required. Relevant work experience includes strong customer service skills, ability to coach and motivate others while working as part of a collaborative team
  • Supervisory experience preferred
  • Proficient in Microsoft Office Applications (Word, Excel, Power Point). Working knowledge of SAP, WFM, Pulse, QV and IWD
  • Strong mathematical skills to interpret reported statistical data
  • Experience in a union environment and the ability to manage under the provisions of a union contract preferred
  • Knowledge of Local 1289 Bargaining Agreement preferred
  • Essential core competencies include customer service skills, ability to focus on results and building relationships across FE
  • Strong interpersonal, written and verbal communication skills
  • Ability to prepare and deliver presentations for a variety of audiences
  • Demonstrated project management skills
  • Ability to work flexibile hours and travel to various FirstEnergy locations with overnight stays
  • Must possess a valid driver’s license
  • Ability to support emergency situations including storm support which could require working extended hours.
  • Ability to flex in a constantly changing environment

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



FirstEnergy Human Resources Team

Nearest Major Market: New Jersey

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