FE Team Recognized for Customer Service Excellence

​FirstEnergy’s National Accounts group includes (from left) Scott Wickert, director; Marcos Cofre, customer account specialist IV; Kathleen Kline-Beckwith, staff business analyst; and Sarah Haas, customer account specialist IV, seen here at the EEI National Key Accounts Workshop last fall.

September 16, 2020

Being recognized for doing something well is nice. Being recognized for it three times in a row is extraordinary.

FirstEnergy’s National Accounts team recently was honored with the Edison Electric Institute’s (EEI) National Key Accounts Program Award for Outstanding Customer Service – for the third time running, and the fourth time out of the past five.

The award is based on voting by large national customers representing a wide variety of industries – including Costco, The Home Depot, Marriott Hotels, Microsoft, Staples, TJX Companies and Walmart – based on a set of characteristics that customers highly value. This year, FirstEnergy was one of six companies so recognized.

“Our National Accounts team truly deserves this honor, and it’s rewarding to know their efforts continue to be recognized by customers and the utility industry alike,” said Sam Belcher, senior vice president, FirstEnergy, and president, FirstEnergy Utilities. “Including a win in 2006, this is the fifth time overall that our group has received this award.”

“I feel lucky to have a great team of individuals with such a passion for our customers and customer service,” said Scott Wickert, director, National Accounts and Customer Support. “We work closely with each company to provide a one-stop shop that resolves issues as quickly and efficiently as possible.”

Overall, FirstEnergy manages more than 200 national brands that include retailers, restaurants and other industries, representing tens of thousands of electric meters in the company’s six-state footprint.

The awards for Outstanding National Key Account Customer Service were established by EEI’s Customer Advisory Group, composed of national chain customers who provide feedback, guidance and support to EEI’s National Key Accounts program. The customer-oriented program allows multisite customers and electric company account representatives to develop efficient energy management strategies that can be integrated into facilities nationwide.