Collector B - 102-MD-92 - Mount Airy Service Center

FirstEnergy

About the Opportunity

This is an open position with Potomac Edison, a subsidiary of FirstEnergy Corp. [PE]

This position is part of Revenue Operations and reports to the Supervisor, Revenue Operations. This position performs a variety of duties in accordance with the company's customer service standards to encourage the collection of delinquent accounts. Daily assignments are prepared in an electronic format (handheld computer), and on paper documents for the explicit purpose of addressing delinquent residential and nonresidential accounts.

Responsibilities include:

• Retrieving and organizing daily collections work.
• Making customer contact at individual customer locations to address past due balances.
• Delivering field notices in compliance with WV state regulations.
• Terminating accounts for nonpayment at the meter if satisfactory payment is not received/verified.
• Reconnecting accounts terminated for nonpayment (where appropriate) after satisfactory payment is received/verified.
• Troubleshooting technical issues with computer, handheld devices, phones, and other communication devices.
• Participation in emergency work within and outside Operating Company service areas.
• Communicating with customers in person, by telephone, or through written correspondence in accordance with the company's customer service standards.
• Contacting customers regarding delinquent account balances and disconnecting and reconnecting the electric service.
• Receiving and responding to customer or employee inquiries regarding payments, payment arrangements, deposits, policy, regulations, etc. pertaining to collections (where applicable).
• Maintaining, explaining, implementing, and remaining current regarding credit policies and procedures in compliance with company and State and Federal regulatory rules and regulations.
• Receiving or initiating contact with agencies for purposes of customer referrals, counseling, payment assistance and regulatory/company programs.
• Adhering to all safety rules and guidelines established by the company and utilizing all safety and personal protective equipment assigned to ensure a safe working environment.
• Documenting and informing supervision of adverse safety conditions regarding meters, meter sockets, electric services and lines, and Unauthorized Use Investigation conditions.
• Assisting in meter reading or meter services work assignments (where appropriate) by completing meter reading routes, obtaining special reads and completing investigation orders.
• Training and instructing other employees as requested.
• Performing other duties as assigned.
• Maintain records in accordance with Company policies.  

Qualifications include:

• Ability to work safely and follow applicable safety rules relative to work assignment
• A Bachelor's Degree in a business or a technical discipline with related customer service/contact experience is preferred or equivalent work-related experience.
• Meter reading or collections experience, extensive knowledge of the Operating Company's service areas, and knowledge of basic electricity is considered a plus.
• Meet company standards regarding physical fitness, personal conduct and appearance, attendance, work performance, safety practices, and supervision required.
• Manual dexterity to operate handheld devices and accurately input information, ability to do considerable walking or driving, ascend and descend steps and ladders, work in all weather conditions and to navigate safely across rough terrain.
• Ability to lift and carry more than 25 pounds and possess range of motion commensurate with installation and/or removal of meters.
• Ability to read and report meter data accurately, read and take appropriate action based upon reports and work orders, deal with customers and the public in a professional and courteous manner, and work with energized meters
• Ability to deal with potentially dangerous animals; the ability to use or handle dog repellant spray.
• Ability to communicate effectively and operate two-way radios, telephones, cellular phones, and other communication devices and write legibly and maintain accurate records and reports.
• Must have the ability to organize work, plan routes and maintain accurate records and reports. Must be receptive to feedback and measurement.
• Valid motor vehicle operator's license for the applicable jurisdiction and ability to safety operate motor vehicles.
• Ability to interact and communicate effectively with customers and the management team.

• Must live within 30 minutes of the operating Service Center.

If you do not know if you have an account, please contact the IT Service Desk at 330-315-4357, Option 1 - 1 for assistance.

FirstEnergy Human Resources Team