Sr Customer Operations Supervisor

PSEG Long Island•Town of Huntington, NY

4d•$93,600 - $148,200•Hybrid

About The Position

Directly responsible for leading, supervising, and supporting Customer Service Representatives and management personnel within Back Office Collections. Ensures operational excellence, regulatory compliance, employee development, and exceptional customer service while supporting departmental goals and business objectives. At this time, only current PSEG employees will be considered.

Requirements

Bachelors degree with a minimum of 5+ years business experience; in lieu of a degree, a minimum of 9 years of experience in customer service or collections
Demonstrated leadership skills and ability to assume all aspects of the supervision of management and bargaining unit employees
Demonstrated strong verbal and written communication skills
Demonstrated ability to effectively interact with Management, colleagues and customers
Demonstrated analytical, decision making and problem solving skills and the ability to work collaboratively with others to resolve complex issues with innovative solutions
Proficient computer skills, specifically in Microsoft Outlook, Excel, PowerPoint and Word
Demonstrated ability to work independently; prioritize work; meet deadlines and targets
Ability to travel throughout the service territory
Team player willing to work flexible hours
Must possess and maintain a valid US driver’s license and a safe and satisfactory driving history
Compliance with the Department of Energy's regulation 10 CFR 810 is required

Nice To Haves

Knowledge of Home Energy Fair Practices Act (HEFPA) and/or the LIPA tariff
Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures
Knowledge of public benefits/government entitlements
Utility/Energy experience
Demonstrated project management skills
Experience writing and maintaining procedures

Responsibilities

Lead and develop a diverse workforce through coaching, performance management, and team building to achieve operational, safety, and customer service goals
Monitor productivity, attendance, and compliance with policies, procedures, and regulations. Manage staffing and resource allocation to meet business demands
Collaborate with vendors on contracts, pricing, systems, and process improvements. Prepare and present performance reports, KPI analysis, and OSA metrics
Develop employee training and maintain accurate departmental documentation
Support internal and external audits by providing data, records, and operational insight
Partner with utilities, stakeholders, and cross-functional teams to implement best practices and improve efficiency, compliance, and customer experience
Resolve escalated customer issues involving billing, collections, payments, and metering
Lead special projects, strategic initiatives, and represent the organization in community and industry engagements