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Supervisor, Customer Accounts

Location: 

Holmdel, NJ, US, 07733

Job Function:  Customer Service
Employee Type:  Reg Full Time (FT)
Requisition ID:  38744

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 Jersey Central Power & Light, a subsidiary of FirstEnergy Corp. [JCPL]

 

The Supervisor, Customer Accounts position, located at the Holmdel Office, in Holmdel, NJ, addresses customer concerns and issues as the Company liaison, maintains positive relationships and customer satisfaction in the face of substantial changes, and provides 24/7 availability to assigned customers. The position supervises 5 to 7 Customer Account Specialists in Holmdel, and is a customer expert, resource, and advocate.

 

Responsibilities include:

 

  • Demonstrating a solid commitment to all aspects of safety
  • Managing customer relationships to effectively resolve all customer issues
  • Acting as Team Lead to support other Customer Account Specialists in the department
  • Initiating and cultivating relationships with multiple levels of decision makers at assigned accounts and using effective relationships with multiple levels of decision makers at assigned accounts and using effective relationship building skills within the organization
  • Providing leadership and support to the team effort and being viewed as a team player by co-workers, while working to facilitate customer requests
  • Having thorough utility industry understanding and knowledge of trends and technologies, with the ability to address regulatory strategies including rates, reliability, customer service, market regulation and/or environmental issues
  • Staying current and communicating changes to tariffs and performing calculations to demonstrate customer impact
  • Understanding general Company work practices, policies and procedures, and effectively communicating these to customers
  • Customizing a solution for power quality problem(s) and discussing detailed information regarding power outages
  • Understanding energy efficiency technologies that will provide support to the corporate Energy Efficiency goal
  • Providing an advanced level of energy audit demand reduction knowledge
  • Understanding the Storm Process and providing customer information and assistance in restoring power, along with participating as the hazard responder and / or communication liaison
  • Communicating proactively in a timely manner during and after a power outage
  • Understanding the customer value proposition, competition and how to position our offers and ultimately communicating this effectively to potential customers
  • Acting as Project Liaison for construction projects, facilitating the expansion of additional product lines to be offered and communicating the various regulated products and services available to our customers
  • Demonstrating the ability to develop mutually respectful relationships externally and internally with individuals at all levels
  • Performing dedicated storm roles where JCP&L is required by the Board of Public Utilities (BPU) to staff a liaison to each of its 13 County Offices of Emergency Management

 

Qualifications:

 

  • Two to four year degree in Engineering, Business Administration, Computer Science or other related discipline and a minimum of 5 - 7 years' related work experience is required.
  • In lieu of a degree, a minimum of 7 years' related work experience is required.  Related work experience includes knowledge of Customer Service, Distribution, Customer Interfacing, and an advanced knowledge of Billing Systems and Rates.
  • Previous supervisory experience preferred.
  • Knowledge of the Company’s Accident Prevention Handbook and the ability to work safely.
  • Possess superb relationship building and leadership, teamwork, and time management abilities
  • Analytical skills to handle the responsibilities of large industrial accounts in a specific geographic territory, including the ability to run reports and analyze data in Excel and CRM/SAP. 
  • Excellent sales, verbal and written communication skills to effectively develop and grow relationships with a wide variety of external and internal customers.
  • Willingness to travel frequently within the service territory to visit customers and may require out of town trips with overnight stays.
  • Demonstrated skills in looking for ways to improve processes, be self-motivated, organized and able to multi-task, and able to handle pressure in a constantly changing environment.
  • Demonstrated ability to quickly learn about Tariffs, deregulation, practices, policies, procedures, electrical system, and streetlight process strongly preferred.
  • Willingness to work off hours to participate in community events, support the customer or storm process when required.  Customers may call at any time and need assistance.      

 


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.

Position Classification

Exempt 

 

FirstEnergy Human Resources Team

 

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