Senior Customer Operations Supervisor

Requisition : 82420

PSEG Company : Public Service Electric & Gas Co.

Salary Range : $ 91,100- $ 144,200

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.

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 Responsibilities

Job Responsibilities include but are not limited to the following:

•Role requires direct supervision of associates in a union environment, with a strong emphasis on managing and developing individual performance.
•Monitor and analyze individual performance on a daily basis, in an effort to achieve established scorecard targets and drive employee performance.
•Set priorities for the team to ensure effective workload management.
•Motivate, coach and develop personnel towards high levels of performance, quality, and technical competence.
•With oversight from manager, resolve employee relations/industrial relations matters to ensure consistency across the department and in compliance with policies, procedures and/or business plan.
•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 and external stakeholders.
•Supervise and lead by initiating, guiding, supporting and motivating associates.
•Organize and lead team meetings. Plan and organize activities/projects.
•Analyze data to assess business performance and adjust local procedures as appropriate.
•Maintain staff levels/requirements to best meet business needs.
•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.
•Location and shift of supervisory roles can vary depending on operational needs.

Job Specific Qualifications

Required Skills, Knowledge and Experience:

• BA/BS degree preferably in Business and a minimum of 5 years customer service utility experience.
• In lieu of a degree, a minimum of 10 years of experience of customer service.
• Demonstrated leadership skills and ability to assume all aspects of the supervision of bargaining unit employees.
• Ability to lead, develop and motivate high performing teams while fostering an inclusive work environment, respecting all aspects of diversity.
• Experience with managing various priorities in a dynamic and cross functional environment while adhering to strict deadlines.
• Ability to effectively utilize critical thinking skills for troubleshooting and resolution in high pressure situations.
• Demonstrated strong verbal and written communication skills Demonstrated ability to effectively interact with Management, colleagues and customers.
• Proficient computer skills, specifically in Microsoft Excel, Outlook, PowerPoint and Word
•General knowledge of SAP, CCS and UWUA Bargaining Agreement.
• 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.

Desired Skills, Knowledge and Experience:

• Experience working with union associates and grievance process.
• Experience in meter reading operations. Broad knowledge and experience with Customer Service operations, familiarity with the meter-to-cash process, and related scorecard metrics and controls.
•Demonstrated strong leadership skills; Able to assume all aspects of the supervision of personnel.
•Technical and analytical/problem-solving expertise.
•Ability to make decisions, proactively resolve issues, and provide short/long term operational and performance improvement recommendations.
•Strong verbal and written communication skills.
•Able to work independently; prioritize work; meet deadlines and targets.
•Demonstrated ability to effectively interact with management, colleagues and customers.

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.

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.

As an employee of PSEG, 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 employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers. This site is strictly for candidates who are not currently PSEG employees, except for PSEG employees who do not have company email addresses.

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 [email protected].

If you need to request a reasonable accommodation to perform the essential functions of the job, email [email protected] . 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)