Sr Customer Operations Supervisor

**Requisition** : 75091 **PSEG Company:**

PSEG Long Island **Salary Range** : $ 76,700 - $ 145,700 **Incentive** : PIP 10% **Work Location Category** : Hybrid **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 roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states. **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 Summary** **Job Responsibilities**

• Directly responsible for supervising, directing, and supporting staff of Customer Service Representatives in the Call Center.
• Demonstrated ability to work independently; prioritize work; meet deadlines and targets
• Participate in community outreach activities, meetings and events.
• Interact with other departments to review operating guidelines and recommend process changes and improvements as required.
• Working knowledge of electric rates, utility tariffs and regulations
• Demonstrated leadership skills and ability to assume all aspects of the supervision of bargaining unit employees.
• Knowledge of JD Power Customer Perception Survey and Process
• Experience in Database management or Microsoft Access
• 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:
• Proficient computer skills, specifically in Microsoft Outlook, Excel, PowerPoint, Access and Word
• 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.
• Participate on special projects and tasks forces.
• Bachelor's degree and a minimum of 3 years of supervisory experience and 2 years customer operations experience; in lieu of a degree, a minimum of 3 years of supervisory experience and 7 years of experience in customer service with direct customer contact.
• Experience working with union associates and grievance process
• Be a part of mandatory Standby duty
• 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.
• Work a variety of shifts and work days including weekends, holidays and nights
• Handle customer issues and appeals related to customer satisfaction, meter reading, payment processing, collection and billing.
• Experience in Emergency Response Procedures and Business Continuity
• Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures
• 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.
• Provide technical support to associates regarding rates, systems/applications and company policies/procedures
• Must have skills to coach employees on their availability, quality and performance
• 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.
• Work extended hours/days during storm/emergency conditions as needed **Job Specific Qualifications** Required Qualifications:
• Keep employees well informed on processes, procedures and regulations, and monitor for compliance.
• Maintain staff levels/requirements to best meet customer needs.

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. Candidates must foster an inclusive work environment and respect all aspects of diversity. Successful candidates must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices. As an employee of PSE&G or PSEG LI, 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. Certain positions at the Company may require you to have access to 10 CFR Part 810 controlled information.

If the position does require access to this information, the Talent Acquisition representative will provide further details upon making 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. Business needs may cause

**PSEG**

to cancel or delay filling position at any time during the selection process. This site (http://www.pseg.com) is strictly for candidates who are not currently PSEG employees.

**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. PEOPLE WITH DISABILITIES: **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)_ Know your Rights: Workplace Discrimination is Illegal (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRights\_10\_20.pdf) Pay Transparency Nondiscrimination Provision Diversity at PSEG: Equal Opportunity Employer PSEG is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual's qualifications as they relate to the job under consideration. PSEG's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations. Need to request an accommodation? If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision. PSEG is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.