Supervisor Revenue Operations - NJ Revenue Operations - Morristown Gen. Office

Firstenergy

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 safety, reliability and operational excellence. Headquartered in Akron, Ohio, FirstEnergy includes one of the nation's largest investor-owned electric systems, more than 24,500 miles of transmission lines that connect the Midwest and Mid-Atlantic regions, and a regulated generating fleet with a total capacity of 3,780 megawatts.

About The Opportunity

This is an open position with Jersey Central Power & Light., a subsidiary of FirstEnergy Corp.  [JCPL]

FirstEnergy takes a market-based approach to pay, which may vary depending on your location.  In addition, your actual base salary will depend on various factors such as your skills, qualifications, and experience.

The estimated pay range for this role is $117,720 - $156,960

The Supervisor, Revenue Operations is responsible for managing physical employees at various field service centers within the designated service areas and administering processes that support all Revenue Operations functions. 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 safe work practices and continuous process improvement while promoting customer service.

The position reports to the Manager, Revenue Operations.  The location of this position can vary but is within the Jersey Central Power & Light Northern footprint and is on-site. The candidate will need to be able to drive and report to any of the Northern offices (e.g. Phillipsburg, Newton, Morristown, Hopatcong) and will need to periodically support other Supervisors in New Jersey including Central region and provide coverage.  

Responsibilities Include:

• Supporting, promoting and executing all safety programs, including compliance management
• Monitoring field employee activities (including performing field safety audits)
• 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
• Ensuring Productivity goals are met safely
• Supporting the downloading and uploading of the scheduled work through FieldNet (field orders completed by Rev Ops 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 implement process improvements for the 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 applicable) to carry out their daily responsibilities
• Coordinating Revenue Operations activities with other departments including Legal, Compliance, Contact Centers, Meter Services, Meter Reading, and the Line Shops
• Providing hazard response and storm support for safety related efforts to restore service for FirstEnergy customers – This includes operating as a Public Protector or Hazard Dispatcher during Storm Operations. 
• 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 check in conversations to provide continuous employee development
• Coordinating training and development opportunities for employees to meet operational goals and providing coaching as appropriate

Qualifications Include:

• Bachelor's degree in Business, Finance or related discipline with 5 years relevant work experience required
• In lieu of degree, 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 NJ regulations, tariffs, CRM, and credit-related processes and systems preferred
• Demonstrated ability to learn systems, writing/rewriting, developing, communicating, and implementing management strategies, policies, guidelines and procedures
• Ability to manage field and office employees, conduct check in conversations, and coach staff for development
• Essential core competencies include customer service skills; focus on results, building relationships and communication
• Demonstrated mathematical skills and analytical skills necessary to review and make recommendations and improvements in collection and field operations
• Proficient in MS Office Applications (Word, Excel, Powerpoint, Outlook)
• Strong interpersonal, written and oral communication skills
• Ability to travel to outlying locations in the designated service areas and stay overnight if required
• Use of personal transportation is required
• Must maintain a valid state driver's license
• Must also maintain appropriate vehicle insurance and maintain vehicle in sufficient operating condition commensurate with service area driving conditions
• Relevant work experience includes familiarity with collection practices, procedures, and work methods. Customer Service and Field Operations experience will also be considered.

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

Exempt 

FirstEnergy Human Resources Team