Job Description

The Assistant Customer Service Representative provides professional, high‑quality customer support through inbound and outbound calls. Customer Service Representatives are often the first point of contact for customers and play a key role in delivering a positive customer experience. This role assists customers with billing inquiries, service requests, outage information, and account maintenance while ensuring compliance with regulatory requirements, safety standards, and company policies.

Job 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, fax, and web requests into customer information systems
• Perform account maintenance and service transactions following established procedures
• Assist with service requests such as start/stop service and payment arrangements under guidance
• 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, including 911‑related contacts, 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

Required Qualifications:

• High school diploma or GED required
• 0–2 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
• Strong verbal communication skills, including grammar, tone, and clarity
• Proficiency with Microsoft Office applications; experience with SAP and Access preferred
• Strong keyboarding skills and basic computer navigation capability