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Job Information

PSEG Customer Operations Spv / Sr. Customer Operations Spv - South Plainfield in South Plainfield, New Jersey

Requisition ID: 68213

Job Function/Category: Customer Services

Employment Type: Exempt Full Time

This is an exciting time to be joining PSEG. Our commitments, which include safety, integrity, customer focus, and diversity & inclusion, are the fabric of our culture and help drive the success of our business. We are fortunate to have an outstanding workforce of diverse and highly skilled talent who move us forward in our operational excellence journey. PSEG has more than 12,000 employees who are dedicated to the communities we serve and embody our vision: People providing Safe, Reliable, Economic and Greener Energy.

Consistent with our core commitment of safety, PSEG has made the decision to require all new hires to be fully COVID-19 vaccinated as a condition of employment. "Fully vaccination" is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a disability can request a reasonable accommodation.

Job Summary

This position is part of a multi-level series (Grades 26/27). Determination of the grade level assigned will be based on experience and competencies of the successful candidate.

This opportunity is open to current PSEG employees only.

Job Responsibilities

• Directly responsible for supervising, directing, and supporting staff of Customer Service Representatives in the Call Center.

• Monitor and analyze individual performance toward achievement of scorecard targets.

• Supervise and lead a diverse workforce through coaching, counseling and teambuilding to effectively, efficiently and safely accomplish job tasks and provide exceptional customer service.

• Monitor performance of allocated staff including issues relating to sickness, discipline and poor standards of work in order to ensure that work is carried out efficiently and effectively and feedback is given timely.

• Keep employees well informed on processes, procedures and regulations, and monitor for compliance.

• Handle customer issues and appeals related to customer satisfaction, meter reading, payment processing, collection and billing.

• Interact with other departments to review operating guidelines and recommend process changes and improvements as required.

• Provide technical support to associates regarding rates, systems/applications and company policies/procedures

• Participate on special projects and tasks forces.

• Participate in community outreach activities, meetings and events.

• Maintain staff levels/requirements to best meet customer needs.

• Work a variety of shifts and work days including weekends, holidays and nights

• Be a part of mandatory Standby duty

• Work extended hours/days during storm/emergency conditions as needed

Job Specific Qualifications

Required Qualifications:

• Bachelor’s degree and a minimum of 2 years customer operations experience; in lieu of a degree, a minimum of 5 years of experience in customer service with direct customer contact.

• Demonstrated leadership skills and ability to assume all aspects of the supervision of bargaining unit employees.

• Must have skills to coach employees on their availability, quality and performance

• Demonstrated strong verbal and written communication skills

• Demonstrated ability to effectively interact with Management, colleagues and customers

• Demonstrates analytical, decision making and problem solving skills and the ability to work collaboratively with others to resolve complex issues with innovative solutions.

• Proficient computer skills, specifically in Microsoft Outlook, Excel, PowerPoint, Access and Word

• Demonstrated ability to work independently; prioritize work; meet deadlines and targets

• Ability to travel to and from different PSEG work locations within a 24 hour work service environment

Desired Qualifications:

• Experience working with union associates and grievance process

• Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures

• Working knowledge of electric rates, utility tariffs and regulations

• Knowledge of JD Power Customer Perception Survey and Process

• Experience in Emergency Response Procedures and Business Continuity

• Experience in Database management or Microsoft Access

• Possess and maintain a valid US driver’s license and a safe and satisfactory driving history

Education

Bachelors

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

As an employee of PSE&G or PSEG Long Island, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

This site ( http://www.pseg.com ) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through empower which can be accessed through the mypseg homepage by clicking on the employee center tab, then under the empower header, choose careers.

Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

Consistent with our core commitment of safety, PSEG has made the decision to require all new hires to be fully COVID-19 vaccinated as a condition of employment. "Fully vaccination" is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a disability can request a reasonable accommodation.

Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legal protected characteristic. Legally protected characteristics included, race, color, religion, national origin, sex, age, marital status, sexual orientation, disability, or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

Need to request an accommodation? If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

Diversity at PSEG: Equal Opportunity Employer

PSEG is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. PSEG's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.

Need to request an accommodation?

If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

PSEG is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

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