Job Details

Description

Role: RTU Scheduler PMO ID: 80-86, 200-203 Remote position: Remote location cannot be in the states of California, Colorado, Illinois, Kentucky, Massachusetts, Montana, Nebraska, New York, Oregon or Washington at this time Role Summary: The RTU scheduler reviews and resolves all meter installation vendor incomplete installs (RTU). Responsibilities: • Serves as the triage point of contact for uninstalled accounts returned to FirstEnergy from the meter installation vendor.  • Reviews reason(s) for each RTU and follow the established SMIP RTU resolution process to initiate next course of action, including contacting customer to resolve reason why a smart meter was not installed.  • Work in collaboration with Meter Deployment Lead and Customer Engagement Coordinator to resolve instances where customers do not want a smart meter (e.g. customer disputes RTU).  • Generate meter exchange work orders and coordinate with Meter Services if necessary to make appointments for smart meter installs executed by FirstEnergy personnel. • Responsible for monitoring the status of each RTU to ensure appropriate actions are being taken to resolve the issue. • Compile and track RTU trends and bring emerging issues to Deployment leadership’s attention and coordinate RTU process improvements.  Experience: BA / BS degree preferred or 7-10 years of work experience leading customer care activities.  The minimum years of experience may be reduced for a candidate who has previously and continuously demonstrated highly effective performance. Skills: • Ability to demonstrate a questioning attitude toward established work processes and procedures • Sound leadership and mentoring capabilities • Ability to deliver quality, accurate work within established deadlines  • Direct customer contact experience • Knowledge of FirstEnergy’s work order generation process a plus • Advanced skills in Microsoft Excel and/or Access.   Proficiency in Microsoft Word and PowerPoint • Proficiency in FirstEnergy’s (or similar) SAP/CRM system • Excellent customer contact skills Role Duration: Temporary