Supervisor Customer Billing - Back Office Billing - Holmdel Office

Supervisor, Customer Billing- Holmdel, NJ

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

The role is responsible for supervising employees in the Holmdel NJ office, overseeing completion of billing work for three operating companies (Met-Ed, Penelec, and JCP&L) in accordance with the respective state regulations, operating company tariffs, and company procedures. Must demonstrate the ability to flex in a constantly changing environment, and be able to support in emergency situations, including a Public Protector Dispatcher support role which would require working extended hours that could be on site. The position is in the Holmdel NJ office with minimal travel.

The successful candidate should possess a commitment to FirstEnergy Values & Behaviors, enjoy and have demonstrated success as a leader, and understand how to coach individuals to deliver value driven results each day. A high-level list of responsibilities includes:

• Promote a diverse, inclusive, and collaborative work environment by encouraging open, honest, direct, and ongoing conversations among all team members.
• Support an issue-free work environment by timely addressing employee concerns.
• Oversight of the team's performance to deliver timely and accurate bills.
• Making decisions guided by policies and procedures.
• Monitoring the consistent application of company policies, practices, and procedures.
• Reviewing daily and monthly reports to analyze operational performance.
• Evaluating training needs for employees to ensure the right skill sets and employee progression is on track.
• Discuss and document performance results and development goals with employees.
• Coordinating Back Office Billing activities with other departments including Legal, Compliance, Contact Center, Billing Controls, Meter Services, Meter Reading, Line Shops and Corporate teams.
• Timely handling of, and professional response to, complex and technical customer inquiries.
• Must be able to maintain confidentiality, work independently and/or in teams, and demonstrate strong decision-making capabilities.
• Ensure support and activation of ERPC (Emergency Response Phone Center) during large storm events (NJ only)
• Ensure availability to support storms in the Public Protector Dispatcher role
• Support other FirstEnergy business units with special projects/testing

Qualifications

• Bachelor's degree preferred.
• In lieu of a degree, a minimum of 5 years' relevant work experience is required. Relevant work experience includes strong customer service skills, ability to coach, give honest and direct feedback, and motivate others while working as part of a collaborative team.
• Experience in a union environment and the ability to manage under the provisions of a union contract preferred.
• Knowledge of Local 1289 Bargaining Agreement preferred.
• Supervisory experience preferred.

• Excellent verbal and written communication skills, strong people skills, ability to multi-task, problem solving, planning and organizational skills are required.
• Working knowledge of CRM, as well as other related systems.
• Proficient in the use of Microsoft applications (Excel, Word, Access.)
• Strong mathematical skills to interpret reported statistical data.
• Ability to prepare and support presentations for a variety of audiences.
• Must possess a valid driver's license.

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. 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

Exempt

FirstEnergy Human Resources Team