Director Customer Contact

Requisition: 82738


PSEG Company: Public Service Electric & Gas Co.


Salary Range: $ 157,000 - $ 257,600

Work Location Category: Hybrid Flexible


We’re one of the country’s largest energy companies, with a vision of powering a future where people use less energy, and it’s cleaner, safer and delivered more reliably than ever. We’re also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day.
Here, you’ll have the stability and exciting opportunities that come with being a Fortune 500 company — along with a supportive, friendly work environment where your contributions are valued.

We know life isn’t one-size-fits-all, and neither is work. That’s why we offer flexible work options depending on the role.
In support of this model, roles have been categorized into one of three work location categories:
1. Onsite – roles where employees are expected to be onsite daily.
2. Hybrid fixed – roles that are a mix of remote work and onsite work fixed days each week 
3. Hybrid flexible – roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week).

As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits from day one, designed to support your total well-being: medical, dental, vision, parental leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.

More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you’re looking for a place where you can build a meaningful career and help power and support our communities, we’d love to welcome you to the team.

PSEG is not offering visa sponsorship for this position.

Job Summary

Lead and direct the management and implementation of short- and long-term initiatives and projects designed to assure the highest levels of customer service, maximize profitability and achieve reliability, safety, performance, and customer service goals. Directs the strategy, resources and activities for a 24/7 multi-site call center operation which includes approximately 480 associates (Union and Mast), PSE&G's 16 Customer Service Centers with over 100 union and management associates, as well as the workforce management organization. Build and maintain relationship with the Union, inclusive of meeting and collaborating with Local 601 Union Leadership. $58 million dollar O&M budget. Develop and sustain a culture that fosters high performance, while promoting a safe, motivated, productive and diverse workforce. This position reports directly to the Senior Director Customer Care.

Job Responsibilities

• Lead, direct and monitor operations for 24/7 multi-site call center operations for approximately 480 associates; Manage 2 call center locations that support 2.6M call center inquiries and 200k+ emails annually (billing and payment inquiries, customer relations, clean energy future program information/lead development, WorryFree promotion + enrollment, in-bound collections, etc.).
• Responsible for workforce planning, forecasts and scheduling to meet the increasing expectation level of customers.
• Lead and direct strategy, resources, and activities for 16 customer service centers across the state of NJ, servicing over 2 million walk-in-customer transactions that includes collection of over $175 million is cash payments; Ensure service centers are well equipped to provide consultancy support to PSE&G customers, as well as transactional support for payments, documentation, move in process, name changes, and other needs of PSE&G's 2.7 million unique customers that include 1.5 million combination Electric and Gas service customers, 805,000 single service Electric and 374,000 single service Gas customers.
• Provide organizational leadership creating a workplace that is conducive to positive behaviors and supportive of diversity and inclusion.
• Create and implement a high-performance culture focused on customer satisfaction, employee engagement, a positive team environment.
• Develop, empower and mentor next level leaders to enable a workforce that allows PSE&G continuous improvement, grow and support the needs of its customers.
• Build and maintain relationship with Union. Meet and negotiate with the Union Executive council.
• Responsible for overall financials and internal controls for Customer Contact. Develop and oversee a $58 million dollar O&M budget; Assure adherence to the plan and balance cost containment with customer satisfaction, operational excellence, employee satisfaction and the overall business objectives.
• Ensure team meets/exceeds operational metrics, inclusive of key performance indicators that are on the Utility/Customer Care Scorecards (i.e. Transaction Satisfaction Survey, JD Power, Average Speed of Answer) and are also required by and reported quarterly to the Board of Public Utilities (i.e. Average Speed of Answer, Abandoned Call Rate, Speed of Customer Call Response.
• Develop and sustain a culture that fosters high performance.
• Provide leadership in promoting a safe, motivated, productive and diverse workforce.
• Provide timely and accurate feedback regarding performance and operations.

Job Specific Qualifications

• Bachelor’s Degree
• 10 years of Customer Operations or related experience.
• Demonstrated leadership skills with the ability to motivate and drive results.
• Demonstrated understanding of Regulations
• Strong communicator with all levels of Management and with key external contacts.
• Strong leadership, communication and demonstrated teamwork skills.
• Knowledge of the collective bargaining agreement and related procedures, policies and processes.
• Demonstrated ability to plan and organize all operational activities, including the budget, forecasting and scheduling
• Ability to develop organizational talent, motivate employees, promote safety and manage performance for a large population of associates
• Lead, guide and encourage a culture in order to build consensus and establish trust.
• Compliance with the Department of Energy’s regulation 10 CFR 810 is required.

Desired:

• Advanced degree.
• High Level Management experience.
• 10+ years of operational experience.
• Call Center experience.

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

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 [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.
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