Requisition: 82573
PSEG Company: PSEG Long Island
Salary Range: $ 93,600 - $ 148,200
Work Location Category: Hybrid
Job SummaryDirectly responsible for leading, supervising, and supporting Customer Service Representatives and management personnel within Back Office Collections. Ensures operational excellence, regulatory compliance, employee development, and exceptional customer service while supporting departmental goals and business objectives.
Job Responsibilities- Lead and develop a diverse workforce through coaching, performance management, and team building to achieve operational, safety, and customer service goals
- Monitor productivity, attendance, and compliance with policies, procedures, and regulations. Manage staffing and resource allocation to meet business demands
- Collaborate with vendors on contracts, pricing, systems, and process improvements. Prepare and present performance reports, KPI analysis, and OSA metrics
- Develop employee training and maintain accurate departmental documentation
- Support internal and external audits by providing data, records, and operational insight
- Partner with utilities, stakeholders, and cross-functional teams to implement best practices and improve efficiency, compliance, and customer experience
- Resolve escalated customer issues involving billing, collections, payments, and metering
- Lead special projects, strategic initiatives, and represent the organization in community and industry engagements
Job Specific Qualifications- Bachelors degree with a minimum of 5+ years business experience; in lieu of a degree, a minimum of 9 years of experience in customer service or collections
- Demonstrated leadership skills and ability to assume all aspects of the supervision of management and 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
- Ability to travel throughout the service territory
- Team player willing to work flexible hours
- Must possess and maintain a valid US driver's license and a safe and satisfactory driving history
- Compliance with the Department of Energy's regulation 10 CFR 810 is required
Desired:- Knowledge of Home Energy Fair Practices Act (HEFPA) and/or the LIPA tariff
- Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures
- Knowledge of public benefits/government entitlements
- Utility/Energy experience
- Demonstrated project management skills
- Experience writing and maintaining procedures
Some positions at PSEG require access to information covered by the Department of Energy's regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a "Generally Authorized" destination on the attached list and not also a citizen, national, permanent resident of any country not listed; OR (4) a "Protected Individual" under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).
As an employee of PSEG Long Island, you should be aware that during storm/outage restoration efforts, you may be required to perform functions different from normal operations and work extended hours beyond your regular work schedule. You may also be required to work on premise or in an alternate location as directed by the company.
For all roles, PSEGLI's drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing.
Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. 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 a positive result.
If you are a current PSEG employee and 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 will change and generally be consistent with other similarly situated new hires of that company.
