Supervisor, Escalations

About Us South Jersey Industries (SJI) is an energy holding company that delivers clean energy services to 700,000+ customers and businesses throughout 14 counties in New Jersey. As part of our core values, SJI is dedicated to being a community partner and developing innovative clean energy solutions to meet the needs of the future. To do this, we depend on our workforce of over 1,100+ talented, diverse employees who help us deliver safe, reliable, affordable clean energy for a better today and tomorrow. At SJI, we believe that our employees are our most valuable asset. Whether you’re a seasoned operations technician or an early-career legal professional, our culture, inclusive workforce, and leadership development and training programs will provide you with the tools you need to either kickstart your career or bring it to new heights. Position Summary As a member of the SJIU Customer Experience leadership team, you’ll be at the heart of our customer service operations, ensuring the delivery of first-class service with every interaction as we live out our commitment to customers to provide safe, reliable, affordable natural gas service. Our customer experience teams are available nearly 365 days a year to address customers’ safety concerns, billing inquiries and requests for service, as well as to provide general information and education around their relationship and interactions with our utilities. This team is critical to the success of our operation and our company, so best in class training and continuous improvement efforts are critical. A career in the Customer Operations organization offers the opportunity to support the Call Center, Collections, Escalations, and Outreach/Energy Assistance teams as they work to assist customers in managing their gas accounts. This role will provide operational stability and leadership support across both utilities while strengthening customer experience, regulatory compliance and interdepartmental communication. By having a dedicated escalation-focused supervisor, the organization can improve response times, reduce complaint escalation levels, identify operational gaps, and enhance overall customer satisfaction. Essential Functions: The Supervisor, Escalations has direct responsibility for team members of SJIU escalations team, and their activities in support of departmental objectives. Provide daily operational supervision for the SJIU Escalations team in concert with NJBPU recommendations and regulatory requirements. Serve as the primary point of contact for all SJG/ETG escalations that come through (Government Affairs, Legal, or the Presidents’ office) Ensure integrity and compliance with company collections & NJBPU policies, rules and regulations. Maintain personnel records including attendance, payroll and weekly schedules/adjustments. Evaluate workload for assignment and prioritization of duties. Implement recommendations in conjunction with department needs. Work collaboratively with direct reports and CX Leadership to ensure teams are trained and resourced to meet goals and remain compliant. Assist with preparation and maintenance of process documentation. Provide intradepartmental support regarding escalations-based outreach. Recommend hiring, discipline, discharge, transfer, and promotion of personnel to ensure productivity and quality; provide communication, feedback and guidance on job performance to team members for purposes of growth, development, and succession planning. Perform duties inherent in all supervisory, professional and administrative positions. Consistent with all positions in this classification, additional projects, tasks and/or duties beyond what is outlined here may be assigned as required. Provide as support/backup for SJG & ETG Escalations team. Create and maintain an environment of inclusion and engagement for team members and peers at all levels, as well as for customers, always demonstrating positive working relationships Qualifications Required Background: Bachelor’s degree with a minimum of 5 years of relevant experience in Business Administration, Customer Service, Communications or other relevant fields In addition, a minimum of 1 year of team lead/coaching experience is required. Equivalent work experience may be considered in lieu of degree. Explore the Possibilities South Jersey Industries employs a diverse range of talent – from construction contractors to environmental specialists. Regardless of the position, mentoring and networking, hands-on experience, gaining industry knowledge and the opportunity to make a meaningful impact on our business and in our communities are all exciting ways that we welcome our employees at SJI. And as a company committed to creating an engaging culture built on inclusion and diversity, you’re sure to find an opportunity that makes you feel included, empowered, and ready to “bring your whole self to work” every day. Benefits Package Overview SJI offers a competitive and comprehensive benefits package to eligible employees. The SJI “Total Rewards” Benefits Package include: Flexible vacation, Paid Time Off, and Sick Leave package Comprehensive Health, Dental, and Vision Insurance Short-term and Long-term Disability Insurance 401(k), with generous company match Employee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment. Equal Opportunity/Affirmative Action Employer At this time, SJI is only considering applicants authorized to work in the United States currently and in the future without the need for visa sponsorship. Compensation Range: $70,125 - 112,200 We are committed to pay transparency and ensuring equitability compensation for all employees. The pay range for this position reflects the base salary only and does not include benefits, bonuses, or other forms of compensation that might be part of the total compensation package. The specific salary offered will be based on a candidate’s qualifications, education, and experience. SJI, an energy infrastructure holding company based in Folsom, NJ, delivers energy services to customers through two primary subsidiaries: SJI Utilities (SJIU) and SJI Energy Enterprises (SJIEE). SJIU houses the company’s regulated natural gas utility operations, delivering safe, reliable and affordable natural gas to more than 700,000 residential, commercial and industrial customers across New Jersey via its South Jersey Gas and Elizabethtown Gas subsidiaries. SJIEE houses the company’s non-utility operations primarily focused on clean energy development and decarbonization via renewable energy production and energy management activities. Visit sjindustries.com for more information about SJI and its subsidiaries.