Requisition: 74604
PSEG Company: PSEG Long Island
Salary Range: $ 67,500 – $ 128,300
Incentive: PIP 10%
Work Location Category: Hybrid
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 roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.
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.
Job Summary
Job Responsibilities
• Directly responsible for supervising, directing, and supporting staff of Customer Service Representatives in Back Office Collections.
• Monitor and analyze individual performance toward achievement of scorecard targets.
• Supervise and lead a diverse workforce through coaching, counseling and teambuilding to effectively, efficiently and safely accomplish job tasks and provide exceptional customer service.
• Monitor performance of allocated staff including issues relating to sickness, discipline and poor standards of work in order to ensure that work is carried out efficiently and effectively and feedback is given timely.
• Keep employees well informed on processes, procedures and regulations, and monitor for compliance.
• Handle customer issues and appeals related to customer satisfaction, meter reading, payment processing, collection and billing.
• Interact with other departments to review operating guidelines and recommend process changes and improvements as required.
• Interact with outside vendors in regards to contract, pricing, software applications, or system enhancements.
• Participate on special projects and tasks forces.
• Participate in community outreach activities, meetings and events.
• Maintain staff levels/requirements to best meet customer needs.
Job Specific Qualifications
Required Qualifications:
• Bachelor’s degree and a minimum of 3 years customer service, finance, or collections experience; in lieu of a degree, a minimum of 7 years of experience in customer service finance or collections.
• Demonstrated leadership skills and ability to assume all aspects of the supervision of 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
• Must possess and maintain a valid US driver’s license and a safe and satisfactory driving history
• Must be willing to be trained as a Lean Six Sigma Green/Black Belt
Desired Qualifications:
• Experience working with union associates and grievance process
• Knowledge of Home Energy Fair Practices Act (HEFPA)
• Experience managing third party collection agencies and/or knowledge of debt collection middleware platforms.
• Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures
• Working knowledge of electric rates, utility tariffs and regulations
• Lean Six Sigma Green or Black Belt Certification
• Knowledge of JD Power Customer Perception Survey and Process
• Experience in Emergency Response Procedures and Business Continuity
• Experience in Database management or Microsoft Access
Minimum Years of Experience
Data Needed
Education
Bachelors
Certifications
None Noted
Disclaimer
Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.
Candidates must foster an inclusive work environment and respect all aspects of diversity. Successful candidates must demonstrate and value differences in others’ strengths, perspectives, approaches, and personal choices.
As an employee of PSE&G or PSEG LI, you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.
Certain positions at the Company may require you to have access to 10 CFR Part 810 controlled information. If the position does require access to this information, the Talent Acquisition representative will provide further details upon making an offer.
PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.
Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.
This site (http://www.pseg.com) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers.
PEOPLE WITH DISABILITIES:
PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email accommodations@pseg.com. If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com . Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.
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Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty
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