Customer Relations Consultant

PSEG•Newark, NJ

1d•Hybrid

About The Position

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. Position has ownership of the customer complaint process for Customer Operations-related inquiries. Serve as primary customer contact for telephone and written executive and BPU inquires related to Customer Operations. Directly interface with customers/clients to resolve issues.

Requirements

Bachelor's degree with 5 years of relevant experience. In lieu of a degree, 6 years of relevant experience
Demonstrated customer relations experience.
Excellent communication, problem solving, and negotiation skills.
Working knowledge of electric & gas tariffs and New Jersey Administrative Code.
Proficiency in CICS and Microsoft Office products, including Excel.
Department of Energy’s regulation 10 CFR 810 is required.

Nice To Haves

Highly proficient in handling customer accounts, especially in relation to Billing and Collection matters.
Demonstrated experience using data to identify and drive operational improvements.
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)).

Responsibilities

Conduct root-cause analysis of customer inquiries.
Provide monthly reports to the Delivery business which includes analysis of inquiries, on-time performance and trends.
Maximize the operation ability to use customer inquiries as a learning opportunity and partner with Customer Operations leaders to recommend corrective actions and process improvements.
Provide guidance to field supervision regarding resolution of customer issues.
Direct and coordinate Company responses to extremely complicated or higher profile customer related issues directed from the BPU or Company executives.
Provide on-going support to Media Relations and Governmental Affairs.
Maintain and apply working knowledge of PSEG Standards for Business Controls and meet management expectations for effective internal business controls.