Sr Customer Operations Supervisor

Requisition

: 82031

PSEG Company

: PSEG Long Island

Salary Range

: $ 91,100

Work Location Category

: Hybrid Fixed

PSEG

operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories:

Onsite are roles that have specific onsite requirements and are typically onsite daily.

Hybrid fixed are roles that are a blend of onsite work/in-person interactions with some ability to work remotely and require employees to live within a commutable distance and be onsite fixed days each week.

Hybrid flexible are roles that can be performed remotely but require some level of onsite work/in-person interactions on a regular basis, require employees to live within a commutable distance and, since business needs vary by position and may change over time, managers will set expectations and flexibility regarding where and when work is performed.

Fully remote are roles that can be performed remotely, require employees to live in approved states and will have purpose-driven in-person interactions on occasion.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year (including vacation, scheduled holidays, and floating holidays).

PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie, and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity, and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.

Job Summary Job Responsibilities Job Responsibilities include but are not limited to the following:

- 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

- Participate in mandatory Standby duty

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

Job Specific Qualifications

Required Skills, Knowledge and Experience:

- Bachelor’s degree and a minimum of 5 years customer operations experience (call center and dealing with customers on the phone); in lieu of a degree, a minimum of 8 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

Data Needed

Education

Data Needed

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.

If you are a current PSEG employee and if you are offered an opportunity with PSEG Long Island, you will be treated as a new hire. Please note that as a new hire to the Long Island subsidiary, your benefits will change and generally will be consistent with other similarly situated PSEG Long Island new hires. Similarly, for PSEG Long Island employees who accept job opportunities with PSEG or any of its subsidiaries (other than PSEG Long Island), their benefits would change and generally be consistent with other similarly situated new hires of that company.

As an employee of PSE&G or PSEG LI, 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.

For all roles, PSEG’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for such a positive result.

PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include 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.

PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com.

If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

ADDITIONAL EEO/AA INFORMATION (Click Link Below)

Know your Rights: Workplace Discrimination is Illegal

Nearest Major Market:

Long Island

Nearest Secondary Market:

New York CIty