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PSEG Customer Operations Spv CSC in Newark, New Jersey

Requisition ID: 69293

Job Function/Category: Operations

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 hire employment. "Full 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 to be assigned will be based on experience and competencies of the successful candidate.

Supervise and manage Customer Service Center location(s) and operations. Direct supervision of customer-facing bargaining unit associates, with a strong emphasis on managing and developing individual performance and quality of interactions; ensuring accurate reporting of business controls and audits. Learn and apply Customer Service Center processes, procedures, controls, audits, applications, and utilize reporting to monitor and drive performance. Ensure a safe working environment. Set priorities for the team to ensure effective workload management. Motivate, coach, and develop personnel towards high levels of performance, customer service, quality, accuracy, and technical competence.

Job Responsibilities

• With oversight from Manager and Site Supervisor, resolve employee relations/labor relations matters to ensure consistency across the department and in compliance with policies, procedures and/or business plan.

• Monitor and analyze individual and center(s) performance on a daily basis, in an effort to achieve established scorecard targets and maintain compliance with all controls.

• Plan, organize, and coordinate a diverse workforce on a short and long term basis to ensure work is done safely and efficiently; to maximize operational effectiveness; and to achieve department targets. Position requires a high level of teamwork and coordination with internal team members, external stakeholders, and outside services.

• Supervise and lead by initiating, guiding, supporting, and motivating associates.

• Organize and lead team meetings.

• Plan and organize activities/projects as directed.

• Analyze data to assess business performance and adjust local procedures as appropriate.

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

• Maintain facility safety and compliance.

• Achieve operational excellence and safe work behaviors through leadership, teamwork, and effective communication.

• Learn, maintain and apply working knowledge of PSEG Standards for Business Controls and meet management's expectation for effective internal business controls.

The Customer Service Center operational roles/locations can vary depending on business needs. Applicants must be able to be on call during evenings and weekends; statewide travel is required.

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

Minimum Years of Experience

Education

Certifications

None Noted

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.

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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