Customer Operations Spv

1 month ago

Melville, United States PSEG Full time

**Requisition**: 78181

**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.

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**:
The role requires direct supervision of associates in a union environment, with strong emphasis on managing and developing individual performance. Monitor and analyze individual performance on a daily basis, in an effort 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, procedures and/or business plan. Plan, organize and coordinate a diverse workforce on a short and long basis to ensure work is done safely and efficiently; to maximize operational effectiveness; and to achieve department targets.

**Responsibilities**:
The supervisor role resides in the Back Office Billing (BOB) department, and will have the responsibility to lead a team of Bargaining unit representatives and associates. The Back Office Billing supervisor is responsible for ensuring accurate, complete and timely billing of PSEG Long Island 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, Special Investigation cases, Special and Offline billing, Billing exceptions, Work request, AMI change meters, BRS TECO changes, AMI unbilled, Geothermal Rate changes and Pending jobs, etc. All Billing Supervisors have ownership of subset of these billing processes in addition to supervising their team. This mix of supervising such specialized teams and managing intricate billing processes requires strong interpersonal and technical skills. Collaborate with other departments on billing reviews, complaints and process improvements. Act as Billing representative on cross-functional projects with departments such as Call Center, Back Office Collections, Customer Relations, Information Technology, Meter Services, Building and Renovations, Workforce Management, Human Resources, Revenue Reporting, Rates and Pricing, etc. Work with Billing Manager in coordinating storm and other peak workload events within PSEG Long Island.

Responsibilities include:

- Directly responsible for supervising, directing, and supporting staff of Customer Service Representatives in Back Office Billing
- 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.
- .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 Skills and Experience:

- Bachelor’s degree and a minimum of 5 years customer service or collections experience; in lieu of a degree, a minimum of 10 years of experience in cust

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