Customer Operations Supervisor

Requisition : 78215PSEG Company: Public Service Electric & Gas Co.Salary Range : 75,000 - 118,700Incentive : PIP 10%Work Location Category : HybridPSEG 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 SummaryThis supervisor role resides in Billing Operations in Newark location and will have responsibility to lead a team of Bargaining Unit associates. Billing Operations is responsible for ensuring accurate, complete, and timely billing of PSE&G customers while complying with SOX controls.The Billing Operations is divided into teams based on their assigned billing sub-processes including the billing and invoicing of: Net Metered accounts, Worry Free Contracts, Revenue Integrity Department cases, Outdoor Lighting contracts, etc. All Billing Supervisors have ownership of a subset of these billing processes in addition to supervising their team. This mix of supervising a team and managing processes provides a unique opportunity to develop both interpersonal and technical skills.Job ResponsibilitiesThe role requires direct supervision of associates in a union environment with a strong emphasis on managing and developing individual performance. Responsibilities include: Monitor and analyze individual performance daily to achieve established scorecard targets and drive employee performance. Set priorities for the team to ensure effective workload management. Motivate, coach, and develop personnel towards high levels of performance, quality, and technical competence. With oversight from manager, resolve employee relations/industrial relations matters to ensure consistency across the department and in compliance with policies, the CBA, local procedures and/or business plan. Plan, organize and coordinate a diverse workforce on a short- and long-term basis to ensure work is done safely and efficiently; to maximize operational effectiveness; and to achieve department targets. Organize and lead effective and engaging team meetings. Take ownership of assigned billing subprocess(es) including measure and report-out monthly scorecard measures Suggest and implement process improvements and support related IT fixes and enhances Achieve operational excellence and safe work behaviors through leadership, teamwork, and effective communication. Learn, maintain, and apply working knowledge of PSEG Standards for Business Controls , NJ Administrative Code, and PSE&G’s Electric and Gas Tariffs. Meet management's expectation for effective internal business and SOX controls. Collaborate with other departments on billing reviews, customer complaints, and process improvements. Act as Billing representative on cross-functional projects with departments such as Gas, Electric, Renewables & Energy Solutions, and Information Technology. Work with Billing Manager and Billing Site Supervisor in coordinating storm or other peak workload events within PSE&G.Per the Collective Bargaining Agreement (CBA), Billing Bargaining Unit associates have shifts that begin as early as 6:00am and end as late as 4:15pm (unless overtime is being offered). As a front-line supervisor, you will be required to be available during these shifts. Location and shift of supervisory roles can vary depending on operational needs.Job Specific QualificationsRequirements: Bachelor’s degree and a minimum of 3 years of relatable business experience in a Customer Centric and transactional organization; in lieu of a degree, a minimum of 7 years of relatable business experience in a Customer Centric and transactional organization 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. Demonstrated high level of teamwork and coordination with internal team members and external stakeholders. 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 historyDesired 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 regulationsMinimum Years of ExperienceData NeededEducationCertificationsNone NotedDisclaimerCertain 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.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.As an employee of PSEG 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.For all roles, PSEG’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for such a positive result.PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com (https://sharepoint.pseg.com/Pages/Home.aspx) by clicking on the emPower icon, then selecting careers. This site (PSEG Careers and Job Openings (https://corporate.pseg.com/careers) ) is strictly for candidates who are not currently PSEG employees, with the exception of PSEG employees who do not have company email addresses.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.ADDITIONAL EEO/AA INFORMATION (Click link below)Know your Rights: Workplace Discrimination is Illegal (https://www.eeoc.gov/sites/default/files/2022-10/22-088EEOCKnowYourRights1020.pdf)Pay Transparency Nondiscrimination ProvisionDiversity at PSEG: Equal Opportunity EmployerPSEG is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. PSEG's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.Need to request an accommodation?If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.PSEG is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.