Customer Relations Consultant

PSEG•Newark, NJ

6d•Hybrid

About The Position

At this time, only current PSEG employees are being considered. 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.