Supervisor Customer Operations Site

PSEG•Newark, NJ

11d•$107,600 - $170,300•Hybrid

About The Position

We’re one of the country’s largest energy companies, with a vision of powering a future where people use energy more efficiently and it’s 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. Job Summary At this time, only current PSEG employees are being considered. The Billing Department is responsible for the accurate and timely billing for all PSE&G’s electric, gas, and non-utility customers. The department has two locations, Newark and Bordentown, and has 80+ MAST and Bargaining Unit employees. The Billing Operations Site Supervisor plays a lead role in assisting the Billing Manager with daily operations and employee relations. The Site Supervisor assumes the Manager’s role when the Manager is not available and provides the opportunity to work in operations, lead a large organization, and work with Bargaining Unit employees.

Requirements

Bachelor’s Degree or equivalent experience, plus 5+ years Operational experience
Three years’ supervisory experience as a first line supervisor within a bargaining unit environment
Strong interpersonal and leadership skills
Strategic thinking, analytical capability, and financial acumen
Strong verbal, written, and presentation skills
Demonstrated ability to manage performance
Understanding of the meter-to-cash process
Demonstrated teamwork
Ability to make decisions, proactively resolve customer issues, ability to provide long/short term operational and performance improvement issue resolutions
Position will require driving to various locations and may require attending in person/virtual meetings outside normal reporting location/shift to support Billing Operations
Compliance with the Department of Energy's regulation 10 CFR 810 is required

Nice To Haves

Above average technical skills
Experience in labor relations negotiations and knowledge of the Company Bargaining Unit
Agreement with UWUA Local 601
Demonstrated knowledge of SAP-CCS and MS applications

Responsibilities

Providing direction in the daily work assignments to maintain and deliver optimum quality of service to customers and ensure accurate and timely billing
Monitoring daily performance levels and implementing plans for improving human efficiency in productivity and quality
Assigning and overseeing the resolution of escalated customer complaints.
Identifying/addressing training gaps and implementing process improvements.
Directly supervising Bargaining Unit and/or MAST associates, resolving employee relations issues, maintaining a positive and productive working relationship with Local 601 Councils, and resolving industrial relations matters while ensuring consistency across the department
Ensuring a safe working environment, communicating safety messaging, and supporting Safety 2.0 initiatives
Coordinating storm or other peak workload events within Customer Operations.
Working effectively across Customer Operations sub-processes including participating in Cross-Functional teams, implementing process improvements and billing enhancements
Conducting targeted internal reviews to ensure ongoing compliance with SOX controls and revenue reporting
Holding a company PCard, managing expenses and mail machines, coordinating office supply approvals and deliveries
Fundamental knowledge/experience in financial analysis and work planning.
Conducting performance reviews, overseeing year-end appraisals and approvals
Updating departmental scorecards, reviewing reports, and making operational recommendations
Overseeing daily attendance, making staffing recommendations, coordinating training schedules, overseeing Certificates of Absences, and time entry/approvals
Leading operational calls, staff meetings, and presenting in large forums, as required
Understanding and overseeing Billing Sub-processes in partnership with the Billing Manager