DescriptionFirstEnergy 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
The analyst role is integral to the Customer Care Support & Planning Group within Customer Care. As part of a centralized team that provides tools and subject matter expertise, the Analyst monitors day-to-day operations, evaluates trends, and identifies opportunities to strengthen Customer Care processes and the customer experience while aligning to business objectives. The analyst collaborates and executes a range of tasks to meet daily operational needs, including contractor onboarding and readiness, assessing coaching and feedback effectiveness, feedback and analysis, supporting internal communication relevant to processes and procedures within Customer Care, and maintaining knowledge resources to improve consistency and adoption.
This is an open position with FirstEnergy Service Company, a subsidiary of FirstEnergy Corp. at one of the two main reporting locations, the Corporate Office in Akron, OH, Reading, PA., or Fairmont, WV.
Key Responsibilities:
- Develop and implement initiatives tailored to Customer Care, addressing critical tasks and opportunities.
- Issue identification, root cause analysis, and resolution related to customer care operations.
- Identify trends, risks, and opportunities impacting customer experience and operational efficiency
- Document business processes, workflows, procedures.
- Analysis of feedback and metrics to identify experience gaps and opportunities for customer care operations.
- Partner with key stakeholders to ensure consistency and alignment in Customer Care operations, including third-party agency productivity, efficient contractor onboarding, cost-effective training solutions, robust knowledge management, and clear communication strategies.
- Analyze and synthesize frontline feedback to surface root causes, quantify impact, and prioritize Customer Care improvements aligned to business outcomes.
- Promote programs designed to foster a positive and collaborative work atmosphere using p