Temporary Competitive Service Representative

PSEG•Newark, NJ

9d•$24 - $45•Hybrid

About The Position

This is a Temporary position. This is a hybrid position that requires in-office presence. Performs work in the Customer Inquiry Center and Accounting Center to the proper interviewing or handling of customers by telephone or online requests concerning all aspects of Competitive Services, Water Heater and Heating Ventilation and Air Conditioning (HVAC), WorryFree protection plans Appliance Parts Service Order (APSO), extended warranties, maintenance plans and other non regulated offerings. Also support lead generation, campaigns and sales as needed.

Requirements

Must meet the Company’s general requirements, and in addition:
Must have a minimum of a high school education or GED.
Must have the ability to handle routine and more complex customer contacts in a pleasant and courteous manner.
Must be generally familiar with the territory served by the Company.
Must be generally familiar with codes and rates and their applications and have a specific knowledge of the more commonly used rates.
Must be generally familiar with the more commonly used electric and gas Appliances, and more commonly used rates their applications.
Must be generally familiar with calls related to billing, outages, emergencies, or other utility matters, to connect to the right department.
Must be generally familiar with scheduling, dispatch and matrix.
Must be able to understand, transmit, and apply oral and written instructions.
Must have active listening skills and the ability to de-escalate/conflict resolution.
Should have a knowledge of governmental regulations related to credit work and regulatory and internal compliance requirements.
Must have general knowledge of the Customer Operations organization, of departmental functions, and of procedures within the department incident to assigned work.
Should have good computer skills.
Must satisfactorily pass designated tests (see letter dated May 1, 2002, entitled Pre-Selection Testing).
Compliance with the Department of Energy's regulation 10 CFR 810 is required.
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 emergency 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.

Responsibilities

Competitive Services Call Handling answering inbound calls related to competitive services (WorryFree, appliance replacement, Water Heater and Heating Ventilation and Air Conditioning (HVAC) installations, protection plans, extended warranties, appliance repairs). Provide product details, pricing, service options and support lead generation, campaigns and sales as needed.
Explain program eligibility, promotions, and available incentives. Schedule estimates, assessments, and site visits. Accept requests for work required for the proper maintenance of service, appliances, meters, etc., and explain Company procedures and, where possible, quote probable costs.
Lead Generation & Sales Support by capturing and qualifying leads for field technicians and district teams.
Document customer needs and service opportunities in customer systems and accurately document all customer interactions and outcomes.
Answer customer inquiries by conducting outbound follow ups on open estimates or pending decisions, supporting marketing campaigns by managing campaign specific call volume.
Track and record lead sources for reporting and performance analysis on Competitive Services.
Interview customers concerning competitive services including but not limited to: Follow up orders by consulting with department responsible for completion of work to obtain or relay additional information (e.g., field technicians, schedulers, and dispatch as needed to coordinate service, etc.).