Communication Representative - Communications & Branding - Akron General Office Bldg

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 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

This is an open position with FirstEnergy Service Company, a subsidiary of FirstEnergy Corp. [SC00]

The Communications Representative, Customer Communications, is responsible for supporting customer-facing communications initiatives, including crafting strategic communications plans, developing content for a variety of channels and tying initiatives to business outcomes. This position will play a key role in ensuring FirstEnergy is consistently communicating relevant and compelling content with its 6 million customers as part of the company’s efforts to enhance the customer experience.

The Communications Representative will serve as a strategic communications consultant for internal groups supporting the customer experience. This will require applying communications expertise to create comprehensive plans with clear goals, gain alignment across teams and leaders and collaborate with cross-functional groups to successfully execute and analyze. This role will also support the development of customer-facing materials, such as emails, brochures, flyers and letters. 

The successful candidate will have a customer-focused mindset and be skilled at breaking down technical or complicated topics into customer-friendly language. Success in this role will require the ability to build trust with internal stakeholders, apply critical thinking and strategic planning, and have a focus on performance excellence and continuous improvement.  

This position reports to the Manager, Customer Communications, in the Communications & Branding department. While the reporting location for the position is in Akron, Ohio, the ideal candidate may work remotely.

Responsibilities include:

• Develop a strong understanding of the company’s Engaged Customer Relationship (ECR) score and apply quarterly and yearly insights to customer materials 
• Collaborate with the Customer Insights team to identify customer communications strategies and methods for evaluating the business impact of communications initiatives
• Use multiple sources of data to drive communications strategy, including implementing customer segmentation where possible 
• Develop comprehensive communications plans to support teams and programs in the Customer Experience organization, such as low-income assistance programs, care center initiatives, etc.
• Partner with internal teams and/or the company’s agency of record as needed to execute digital media and social media campaigns
• Craft customer-friendly messaging for a variety of channels, including but not limited to website copy, emails, letters, flyers, brochures and social media posts, while ensuring a consistent voice and persona across channels  
• Provide production support for printing and mailing needs for customer materials 
• Write customer-focused feature content for the website and customer enewsletter
• Work with the Digital Communications team to support reviewing and releasing website content, including identifying communications/marketing needs for new features and offerings 
• Prepare talking points and other internal support materials for the Customer Care Center and other internal groups as needed for new or updated customer tools and programs
• Support planning, development and implementation of emails for customer communications
• Keep the Manager, Customer Communications, informed of all important milestones, risks and key decisions
• Provide social media support as needed
• Provide support during large scale outages or other significant events as part of the External Communications Emergency Response Team, including during evenings and weekends as needed
• Serve as part of the External Communications after hours media on-call rotation, providing evening and weekend response for outage and other media inquiries

Qualifications include:

• Bachelor's degree in Digital Marketing, Communications or related discipline 
• Minimum 5-7 years relevant work experience, including proven experience developing strategic communications programs that incorporate digital channels; utility experience a plus
• Ability to work independently as well as collaboratively with various groups in the or