Billing Operations Supervisor, Customer Back Office

FirstEnergy; Holmdel Township (NJ); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Pension plan

401(k) with matching

Medical, prescription drug, dental, &-

Job summary

FirstEnergy in Holmdel, NJ is seeking a Supervisor, Customer Billing to lead a billing team across three operating companies. You will oversee daily processing, ensure accuracy of bills, and coach staff in a fast-paced utility environment.

The role requires strong leadership, CRM proficiency, and collaboration with Legal, Compliance, and Contact Center. Travel minimal; on-site work with potential extended hours during storms.

Qualifications

• Bachelor’s degree preferred.
• 5+ years’ relevant work experience required (customer service, coaching, feedback, team motivation).
• Experience in a union environment and union contract knowledge preferred.
• Knowledge of Local 1289 Bargaining Agreement preferred.
• Supervisory experience preferred.
• Excellent verbal and written communication, strong people skills, multi-tasking, problem solving, planning and organization required.
• Working knowledge of CRM and related systems.
• Proficient in Microsoft applications (Excel, Word, Access).
• Strong mathematical skills to interpret statistics.
• Ability to prepare and support presentations for diverse audiences.
• Must possess a valid driver’s license.

Responsibilities

• Oversee the team’s performance to deliver timely and accurate bills.
• Coach staff to deliver value-driven results daily.
• Coordinate Back Office Billing activities with Legal, Compliance, Contact Center, Billing Controls, Meter Services, Meter Reading and other teams.
• Respond professionally to complex customer inquiries and maintain confidentiality.
• Support ERPC during large storm events (NJ only) and Public Protector Dispatcher role as needed.
• Assist other FirstEnergy business units with special projects and testing.

Skills

Leadership

Coaching

Customer service

CRM

Microsoft Excel

Verbal and written communication

Education

Bachelor’s degree preferred

Tools

CRM

Microsoft Excel

Microsoft Word

Microsoft Access

Job description

FirstEnergy in Holmdel, NJ is seeking a Supervisor, Customer Billing to lead a billing team across three operating companies. You will oversee daily processing, ensure accuracy of bills, and coach staff in a fast-paced utility environment.

The role requires strong leadership, CRM proficiency, and collaboration with Legal, Compliance, and Contact Center. Travel minimal; on-site work with potential extended hours during storms.