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Company | PSEG |
Address | Melville, NY, United States |
Employment type | FULL_TIME |
Salary | |
Category | Recreational Facilities |
Expires | 2023-07-31 |
Posted at | 9 months ago |
**Requisition** : 75089 **PSEG Company:**
- 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.
- Working knowledge of electric rates, utility tariffs and regulations
- Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures
- Demonstrates analytical, decision making and problem solving skills and the ability to work collaboratively with others to resolve complex issues with innovative solutions.
- Demonstrated strong verbal and written communication skills
- Ability to travel to and from different PSEG work locations within a 24 hour work service environment Desired Qualifications:
- Participate on special projects and tasks forces.
- Maintain staff levels/requirements to best meet customer needs.
- Interact with other departments to review operating guidelines and recommend process changes and improvements as required.
- Knowledge of JD Power Customer Perception Survey and Process
- Experience in Database management or Microsoft Access
- Work a variety of shifts and work days including weekends, holidays and nights
- Keep employees well informed on processes, procedures and regulations, and monitor for compliance.
- Participate in community outreach activities, meetings and events.
- Directly responsible for supervising, directing, and supporting staff of Customer Service Representatives in the Call Center.
- Proficient computer skills, specifically in Microsoft Outlook, Excel, PowerPoint, Access and Word
- Bachelor's degree and a minimum of 2 years customer operations experience; in lieu of a degree, a minimum of 6 years of experience in customer service with direct customer contact.
- Demonstrated ability to work independently; prioritize work; meet deadlines and targets
- Work extended hours/days during storm/emergency conditions as needed **Job Specific Qualifications**
- Demonstrated leadership skills and ability to assume all aspects of the supervision of bargaining unit employees.
- Demonstrated ability to effectively interact with Management, colleagues and customers
- Experience in Emergency Response Procedures and Business Continuity
- Must have skills to coach employees on their availability, quality and performance
- Experience working with union associates and grievance process
- Handle customer issues and appeals related to customer satisfaction, meter reading, payment processing, collection and billing.
- Be a part of mandatory Standby duty
- Provide technical support to associates regarding rates, systems/applications and company policies/procedures
- Possess and maintain a valid US driver's license and a safe and satisfactory driving history **Minimum Years of Experience** Data Needed **Education** **Certifications** None Noted **Disclaimer** Certain positions at the Company may require you to have access to Part 810-Controlled Information.
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