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Akron OH Full Time Posted by: FirstEnergyCorp Posted: Saturday, 1 August 2020
Applicants must be eligible to work in the specified location

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, approximately 24,500 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a generating fleet with a total capacity of more than 5,000 megawatts.

About the Opportunity

This is an open position with FirstEnergy Service Co., a subsidiary of FirstEnergy Corp. [SC00]

This is a position within the FirstEnergy Products (FEP) group. FEP values a competitive spirit, has a customer-centric focus, and provides visionary leadership. The Transaction Management team is guided by customer-centric values and supports FEP's sales strategy through ease of transactions for new customers and retention of the existing customer base. The team is responsible for coordination of customer transactions, process review, contract analysis, service provider management, claims processing, issue resolution, and strategic improvement management for FEP's customer operations.

The position reports to the Manager, Transaction Management and Customer Care, it is located at the Corporate Office in Akron, Ohio.

Responsibilities include:

  • Perform enrollment activities for commercial, industrial, and residential customers
  • Identifying, tracking and processing exceptions and issues
  • Providing and maintaining a high level of customer service and continuous support through proactive involvement with leadership and peers utilizing detailed reporting and analysis of the business unit activities
  • Processing customer contracts including coordination of legal reviews, implementation of standard and non-standard contract language
  • Select, approve and on-board retail service providers
  • Assist with developing tracking and measurement criteria to manage retail service provider performance
  • Receive, validate and process claims for consumer warranty products
  • Understanding, tracking and implementing transactional rules for each Electric Distribution company (EDC)
  • Conducting transactional specific research, analyzing data, interpreting results, making recommendations and perform appropriate corrections
  • Consistently anticipating and delivering against a defined action plan - measuring results and making appropriate adjustments
  • Work with team, internal departments and external vendors on process improvement and system enhancement projects
  • Seek approval and implement ideas and strategies to improve complex work processes
  • Track and resolve inquiries submitted for customer issues while working closely with FEP business groups and management teams
  • Work with IT to create, translate and document business requirements for functional specification and test plans for IT system implementations, enhancements and upgrades
  • Assist with developing, testing and implementing clearly defined processes and policies to mitigate risk


  • Bachelor's degree in Finance, Computer Science, Business Administration or related fields required
  • Minimum 0-4 years relevant work experience required. Relevant work experience will include practical business experience in a fast-paced operational environment
  • Background knowledge of the electric industry, deregulated electric markets and consumer products markets preferred
  • Knowledge and understanding of FE/FEP business operations preferred
  • Strong customer service skills
  • Business and financial acumen
  • Project management experience for small to medium size projects preferred
  • Strong analytical skills with exceptional and consistent attention to detail
  • Strong communication skills and ability to work cross functionally
  • Questioning attitude and willingness to make recommendations when process and system improvements are needed
  • Positive attitude and proactive behavior
  • Strong organization skills with ability to multi-task, prioritize and meet deadlines
  • Proficient in Microsoft Office applications (Excel, Access, PowerPoint and Word). Working knowledge of database query tools or knowledge of SAP or related enterprises resource planning (ERP) package a plus.


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

Akron OH, United States of America
8/1/2020 8:43:21 PM

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