Call Center Supervisor

Full job description

Requisition: 78606

PSEG Company: PSEG Long Island

Salary Range: $ 75,000 - $ 118,700

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.

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, and well-being and behavioral health programs. We also offer 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year.

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 the Call Center.
• 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.
• Provide technical support to associates regarding rates, systems/applications and company policies/procedures
• Participate on special projects and tasks forces.
• Participate in community outreach activities, meetings and events.
• Maintain staff levels/requirements to best meet customer needs.
• Work a variety of shifts and work days including weekends, holidays and nights
• Be a part of mandatory Standby duty
• Work extended hours/days during storm/emergency conditions as needed

Job Specific Qualifications

• Bachelor’s degree and a minimum of 2 years customer operations experience and 1 year supervisory or leadership experience; in lieu of a degree, a minimum of 6 years of experience in customer service with direct customer contact and 1 year supervisory or leadership experience.
• Demonstrated leadership skills and ability to assume all aspects of the supervision of bargaining unit employees.
• Must have skills to coach employees on their availability, quality and performance
• Demonstrated strong verbal and written communication skills
• Demonstrated ability to effectively interact with Management, colleagues and customers
• Demonstrates 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, Access and Word
• Demonstrated ability to work independently; prioritize work; meet deadlines and targets
• Ability to travel to and from different PSEG work locations within a 24 hour work service environment

Desired Qualifications:

• Experience working with union associates and grievance process
• 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
• Knowledge of JD Power Customer Perception Survey and Process
• Experience in Emergency Response Procedures and Business Continuity
• Experience in Database management or Microsoft Access
• Possess and maintain a valid US driver’s license and a safe and satisfactory driving history

Minimum Years of Experience

Data Needed

Education

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.