Customer Care Associate: Billing & Service Support

FirstEnergy; Akron (OH); On-site; USD 36,000 - 48,000; Full time

Job summary

FirstEnergy is seeking an Assistant Customer Service Representative to deliver professional support via inbound and outbound calls, focusing on billing inquiries, service requests, outage information, and account maintenance. You will be the first point of contact to ensure a positive customer experience while enforcing regulatory requirements and company policies.

The role requires a high school diploma or GED, 1–3 years of customer service experience, strong communication, and the ability to

Qualifications

• High school diploma or GED required.
• 1-3 years of customer service or related work experience.
• Excellent customer service skills (friendly, courteous, and helpful).
• Demonstrated alignment with FirstEnergy values and behaviors.
• Strong organizational skills with the ability to multitask and be self-motivated.
• Ability to work effectively under pressure in a fast-paced, changing environment.
• Ability to follow established procedures and guidelines.
• Willingness to learn and demonstrate a questioning attitude to improve performance and build relationships.
• Ability to read and interpret training materials, reference guides, and online tools.
• Ability to accurately perform basic math calculations, including an understanding of billing concepts.
• Strong verbal communication skills, including grammar, tone, and clarity.
• Proficiency with Microsoft Office applications; experience with SAP and Access preferred.
• Strong computer proficiency, including keyboarding accuracy, system navigation, data entry, and the ability to effectively use multiple applications in a fast-paced customer service environment.

Responsibilities

• Receive and respond to customer inquiries in accordance with company and regulatory guidelines, including billing questions, service issues, outage information, credit inquiries, and company products.
• Answer inbound customer calls related to electric service, billing, payments, and account information.
• Accurately input phone requests into customer information systems.
• Demonstrate active listening to assist and understand customers with a focus to resolve their requests as part of first contact resolution.
• Perform account maintenance and service transactions following established procedures.
• Assist customers with billing questions including processing payments.
• Research customer inquiries and complete required system documentation accurately and timely.
• Provide critical customer support during storm events and emergency situations.
• Receive and process outage reports and emergency calls in accordance with regulatory and company guidelines.
• Communicate outage status, estimated restoration times, and safety information clearly and accurately to customers.
• Maintain professionalism and effectiveness during periods of high call volume, extended hours, and rapidly changing conditions.
• Support business continuity efforts by working extended shifts, overtime, or modified schedules during storm response as required.
• Follow up with customers when needed to ensure resolution.
• Demonstrate calm, courteous, and professional behavior when handling challenging customers.
• Use effective communication skills and sound judgment to resolve routine customer concerns.
• Demonstrate a strong commitment to safety, FirstEnergy values, and customer service excellence.

Skills

Customer service

Verbal communication

Organizational skills

Multitasking

Follow procedures

Education

High school diploma or GED

Tools

Microsoft Office

SAP

Access

Job description

FirstEnergy is seeking an Assistant Customer Service Representative to deliver professional support via inbound and outbound calls, focusing on billing inquiries, service requests, outage information, and account maintenance. You will be the first point of contact to ensure a positive customer experience while enforcing regulatory requirements and company policies.

The role requires a high school diploma or GED, 1–3 years of customer service experience, strong communication, and the ability to