Customer Operations Spv

Requisition ID: 67631 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.

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.

Job Responsibilities Directly responsible for supervising, directing, and supporting staff of Customer Service Representatives in Back Office Collections.

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.

Interact with outside vendors in regards to contract, pricing, software applications, or system enhancements.

Participate on special projects and tasks forces.

Participate in community outreach activities, meetings and events.

Maintain staff levels/requirements to best meet customer needs.

Job Specific Qualifications Required Qualifications: Bachelor’s degree and a minimum of 3 years customer service or collections experience; in lieu of a degree, a minimum of 7 years of experience in customer service or collections Demonstrated leadership skills and ability to assume all aspects of the supervision of bargaining unit employees.

Demonstrated strong verbal and written communication skills Demonstrated ability to effectively interact with Management, colleagues and customers Demonstrated 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 and Word Demonstrated ability to work independently; prioritize work; meet deadlines and targets Must possess and maintain a valid US driver’s license and a safe and satisfactory driving history Must be willing to be trained as a Lean Six Sigma Green/Black Belt 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 Lean Six Sigma Green or Black Belt Certification Knowledge of JD Power Customer Perception Survey and Process Experience in Emergency Response Procedures and Business Continuity Experience in Database management or Microsoft Access Minimum Years of Experience 3 years of experience 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.

Nearest Major Market: Long Island Nearest Secondary Market: New York CIty Job Segment: Operations Manager, Law, Compliance, Database, Operations, Legal, Technology 06022021