Requisition: 82612
PSEG Company: PSEG Long Island
Salary Range: $ 93,600 - $ 148,200
Work Location Category: Hybrid
Job SummaryJob 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.
- Participate in mandatory standby duty,
- Work extended hours/days during storm/emergency conditions as needed
Job Specific Qualifications- 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
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.
