Senior Customer Operations Supervisor

Public Service Enterprise Group • Jersey City, NJ

116d • $91,100 - $144,200 • Remote

About The Position

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 are roles that have specific onsite requirements and are typically onsite daily. Hybrid fixed are roles that are a blend of onsite work/in-person interactions with some ability to work remotely and require employees to live within a commutable distance and be onsite fixed days each week. Hybrid flexible are roles that can be performed remotely but require some level of onsite work/in-person interactions on a regular basis, require employees to live within a commutable distance and, since business needs vary by position and may change over time, managers will set expectations and flexibility regarding where and when work is performed. Fully remote are roles that can be performed remotely, require employees to live in approved states and will have purpose-driven in-person interactions on occasion. We want you to be healthy, balanced, and feel secure. That's why you'll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you'll be offered several health-related benefits including medical, vision, dental, well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year (including vacation, scheduled holidays, and floating holidays). 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.

Requirements

• BA/BS degree preferably in Business and a minimum of 5 years customer service utility experience.
• In lieu of a degree, a minimum of 10 years of experience of customer service.
• Demonstrated leadership skills and ability to assume all aspects of the supervision of bargaining unit employees.
• Ability to lead, develop and motivate high performing teams while fostering an inclusive work environment, respecting all aspects of diversity.
• Experience with managing various priorities in a dynamic and cross functional environment while adhering to strict deadlines.
• Ability to effectively utilize critical thinking skills for troubleshooting and resolution in high pressure situations.
• Demonstrated strong verbal and written communication skills.
• Demonstrated ability to effectively interact with Management, colleagues and customers.
• Proficient computer skills, specifically in Microsoft Excel, Outlook, PowerPoint and Word.
• General knowledge of SAP, CCS and UWUA Bargaining Agreement.
• Demonstrated ability to work independently; prioritize work; meet deadlines and targets.
• Must possess and maintain a valid US driver's license and a safe and satisfactory driving history.

Nice To Haves

• Experience working with union associates and grievance process.
• Experience in meter reading operations.
• Broad knowledge and experience with Customer Service operations, familiarity with the meter-to-cash process, and related scorecard metrics and controls.
• Demonstrated strong leadership skills; Able to assume all aspects of the supervision of personnel.
• Technical and analytical/problem-solving expertise.
• Ability to make decisions, proactively resolve issues, and provide short/long term operational and performance improvement recommendations.
• Strong verbal and written communication skills.
• Able to work independently; prioritize work; meet deadlines and targets.
• Demonstrated ability to effectively interact with management, colleagues and customers.

Responsibilities

• Role requires direct supervision of associates in a union environment, with a strong emphasis on managing and developing individual performance.
• Monitor and analyze individual performance on a daily basis, in an effort to achieve established scorecard targets and drive employee performance.
• Set priorities for the team to ensure effective workload management.
• Motivate, coach and develop personnel towards high levels of performance, quality, and technical competence.
• With oversight from manager, resolve employee relations/industrial relations matters to ensure consistency across the department and in compliance with policies, procedures and/or business plan.
• Plan, organize and coordinate a diverse workforce on a short- and long-term basis to ensure work is done safely and efficiently; to maximize operational effectiveness; and to achieve department targets.
• Position requires a high level of teamwork and coordination with internal team members and external stakeholders.
• Supervise and lead by initiating, guiding, supporting and motivating associates.
• Organize and lead team meetings. Plan and organize activities/projects.
• Analyze data to assess business performance and adjust local procedures as appropriate.
• Maintain staff levels/requirements to best meet business needs.
• Achieve operational excellence and safe work behaviors through leadership, teamwork and effective communication.
• Learn, maintain and apply working knowledge of PSEG Standards for Business Controls and meet management's expectation for effective internal business controls.
• Location and shift of supervisory roles can vary depending on operational needs.

Benefits

• Medical, vision, dental, well-being and behavioral health programs.
• Retirement program, 401(k) with company match.
• Company paid life insurance.
• Tuition reimbursement.
• Minimum of 18 days of paid time off per year (including vacation, scheduled holidays, and floating holidays).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Utilities
• Education Level: Bachelor's degree