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Job Details


FirstEnergy Corporation

Revenue Operations Supervisor

Operations

Security Operations

No

West Virginia, United States

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 integrity, safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,000 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of more than 3,500 megawatts.


About the Opportunity

This is an open position with Mon Power, a subsidiary of FirstEnergy Corp.

The position reports to the Manager, Revenue Operations and the preferred location for this position is Fairmont, WV.

The Supervisor, Revenue Operations is responsible for managing physical employees at field service center(s) and back-office support staff in Fairmont, while administering processes for the Revenue Operations functions in Mon Power West Virginia. The Supervisor focuses on arrears management practices while observing all FirstEnergy Corp. required safety practices and the rules and regulations applicable for their respective area. They work in collaboration with other Customer Service areas as well as with area Operating Company management. They coach and monitor all areas of employee development including hiring, training, and performance management. The work environment promotes continuous process improvement while promoting customer service and safe work practices.

Responsibilities include:

  • Supporting safety programs, including compliance management to all safety policies
  • Monitoring field employee activities (field safety observations)
  • Leading accident investigations when appropriate and working with our safety department(s) to communicate lessons learned
  • Writing/rewriting, developing, communicating, and implementing arrears management strategies, policies, guidelines, and procedures.
  • Supporting the downloading and uploading of the scheduled work through FieldNet (field orders and reconnects where completed by Revenue Operations staff)
  • Supervising the distribution of work as required within the assigned areas of responsibilities
  • Ensuring timely and accurate completion of collection related activities.
  • Monitoring field work practices to identify and implementing process improvements for effective, efficient, productive, and cost-effective performance of duties
  • Providing support to field representatives in the resolution of reported errors
  • Investigating reports regarding difficulties and problems encountered in the field and taking corrective measures to resolve the problem
  • Providing direction and support for employees to obtain uniforms, tools, equipment, and vehicles required (where appropriate) to carry out their daily responsibilities
  • Coordinating Revenue Operations activities with other departments including Legal, Compliance, Contact Center, Meter Services, Meter Reading, and Line shops
  • Providing hazard response and storm support for safety related issues in efforts to restore service for FE customers
  • Responding to customer legislative and regulatory inquiries and complaints relative to Revenue Operations
  • Hiring and training additional staff, temporary employees and/or contractors as appropriate
  • Responding to employee's technical inquiries, interpreting, explaining, and implementing regulatory and company policies and procedures
  • Participating or leading special projects or assignments as requested and performing other work as directed
  • Conducting mid-year and year-end performance evaluations to provide continuous employee development
  • Coordinating training and development opportunities for employees to meet operational goals, and providing coaching as appropriate

Qualifications:

  • Bachelor's Degree in Business, Finance or related discipline preferred. Minimum 7 years relevant work experience required. Relevant work experience includes familiarity with collection practices, procedures, and work methods. Customer Service and Field Operations experience will also be considered.
  • Collection related field experience, with knowledge related to West Virginia regulations, tariffs, SAP, and credit-related processes and systems preferred
  • Ability to manage field and office employees, conduct performance evaluations, and coach staff for development
  • Essential core competencies include customer service skills; ability to focus on results, building relationships and communications
  • Strong mathematical skills to understand various statistical techniques needed to interpret bill related data, and analytical skills necessary to review and make recommendations and improvements
  • Proficient in Microsoft Office applications (Word, Excel). Experience in SAP preferred.
  • Strong interpersonal, written and oral communication skills
  • Ability to travel to outlying locations in the designated service areas which could include overnight stays is required
  • Use of personal transportation is required
  • Must maintain a valid state driver’s license.
  • Must maintain appropriate vehicle insurance and maintain vehicle in sufficient operating condition commensurate with service area driving conditions


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

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FirstEnergy Human Resources Team