Customer Services Assistant - OH Customer Contact Centers - Akron Fairlawn

Summary 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 ResponsibilitiesReceive and respond to customer inquiries in accordance with company and regulatory guidelines, including billing questions, service issues, outage information, credit inquiries, and company productsAnswer inbound customer calls related to electric service, billing, payments, and account informationAccurately input phone, fax, and web requests into customer information systemsPerform account maintenance and service transactions following established proceduresAssist with service requests such as start/stop service and payment arrangements under guidanceResearch customer inquiries and complete required system documentation accurately and timelyProvide critical customer support during storm events and emergency situationsReceive and process outage reports and emergency calls, including 911‑related contacts, in accordance with regulatory and company guidelinesCommunicate outage status, estimated restoration times, and safety information clearly and accurately to customersMaintain professionalism and effectiveness during periods of high call volume, extended hours, and rapidly changing conditionsSupport business continuity efforts by working extended shifts, overtime, or modified schedules during storm response as requiredFollow up with customers when needed to ensure resolutionDemonstrate calm, courteous, and professional behavior when handling challenging customersUse effective communication skills and sound judgment to resolve routine customer concernsDemonstrate a strong commitment to safety, FirstEnergy values, and customer service excellenceRequired QualificationsHigh school diploma or GED required0–2 years of customer service or related work experienceExcellent customer service skills (friendly, courteous, and helpful)Demonstrated alignment with FirstEnergy values and behaviorsStrong organizational skills with the ability to multitask and be self‑motivatedAbility to work effectively under pressure in a fast‑paced, changing environmentAbility to follow established procedures and guidelinesWillingness to learn and demonstrate a questioning attitude to improve performance and build relationshipsAbility to read and interpret training materials, reference guides, and online toolsAbility to accurately perform basic math calculationsStrong verbal communication skills, including grammar, tone, and clarityProficiency with Microsoft Office applications; experience with SAP and Access preferredStrong keyboarding skills and basic computer navigation capability