Supervisor Customer Dispatch - Night

New Jersey Resources • Freehold, NJ

1d • Onsite

About The Position

New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources is seeking a Night Supervisor for Customer Dispatch to organize and oversee the daily Energy Delivery workload in order to effectively meet all customer and company workload demands while ensuring that all leak response goals, customer appointment commitments, and customer satisfaction goals are met. The hours for this position are 2:00 PM to 10:00 PM. This position is deemed safety-sensitive under the U.S. Department of Transportation Pipeline and Hazardous Materials Safety Administration’s regulations. Among other things, employees in this position are subject to drug and alcohol testing, including pre-employment testing, random testing, reasonable suspicion testing and post-accident testing. PHMSA-required drug tests include testing for marijuana. The use of marijuana, or testing positive for marijuana, is disqualifying and will lead to removal from performing safety-sensitive functions as well as disciplinary action.

Requirements

• Bachelor’s degree preferred. Equivalent combination of education and experience will be considered.
• Minimum of 3 years of experience in public utility operations or a closely related field.
• Strong organizational, written and verbal communication skills.
• Proficiency in computer applications and a commitment to delivering excellent customer service
• Familiarity with New Jersey Natural Gas operations, internal systems, and business processes is highly desirable.
• Experience working within union environments and interpreting union contracts is a plus.

Responsibilities

• Ensure timely and effective emergency response coordination to safeguard life and property.
• Manage and adapt daily workflows to meet operational demands while minimizing overtime and standby requirements.
• Provide direction and assistance regarding deployment of company personnel and subcontractors to ensure a safe and reliable distribution system.
• Coordinate all non-standard work activities that are the result of an incident, including running outage reports, and organizing necessary field, Customer Service and Dispatch resources.
• Communicate with management as required.
• Supervise dispatchers: monitor dispatcher performance through job shadowing, phone call monitoring and Customer Satisfaction and OLE reports.
• Coach team members and provide feedback for developing skills in order to continually improve performance.
• Document and monitor performance issues.
• Provide dispatchers with monthly feedback.
• Monitor the daily Collections Department activity in order to ensure that daily reconnect volume does not conflict with leak response goals and other workload demands.
• Work with Field Supervision and Dispatch Supervision to develop ways of performing work more efficiently.
• Communicate and address productivity issues.
• Act as Call Center liaison: Authorize same-day special case requests and resolve escalated customer complaints.
• Work with NJNG Call Center team to address NJNG/NJRHS issues, process changes, resolve inquiries, etc.
• Provide updates to Dispatch personnel as needed.
• Assist with training activities, including annual compliance training, cross training between departments and training for new Dispatcher(s).
• Roll out all new procedures, policies and SOME manual updates.
• Enforce all Dispatch policies and procedures.
• Review employee timesheets for accuracy.
• Assist/fill in for other supervisors (all shifts) as required.
• Oversee the street opening permit function: ensure permits are submitted in an accurate and timely manner.

Benefits

• Day one medical coverage, including prescription, vision and dental plans
• 401(k) plan with a generous company match
• Employee Stock Purchase Program
• Wellness perks, including free on and off site fitness centers and other programs
• A confidential Employee Assistance Program
• Professional development and tuition reimbursement
• Flexible work arrangements with many roles offering hybrid options based on job responsibilities and business needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level