Customer Operations Supervisor

4 weeks ago


Newark, United States PSEG Full time

The 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 Qualifications

Requirements:
• 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 history

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

Minimum Years of Experience

Data Needed

Education

Certifications

None Noted

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