Supervisor Customer Operations Site

Requisition: 83820 PSEG Company: Public Service Electric & Gas Co. Salary Range: $ 107,600 - $ 170,300 Work Location Category: Hybrid Fixed We’re one of the country’s largest energy companies, with a vision of powering a future where people use energy more efficiently and it’s safer and delivered more reliably than ever. We’re also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day.Here, you’ll have the stability and exciting opportunities that come with being a Fortune 500 company — along with a supportive, friendly work environment where your contributions are valued. We know life isn’t one-size-fits-all, and neither is work. That’s why we offer flexible work options depending on the role.In support of this model, roles have been categorized into one of three work location categories:1. Onsite – roles where employees are expected to be onsite daily.2. Hybrid fixed – roles that are a mix of remote work and onsite work fixed days each week 3. Hybrid flexible – roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week). As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits from day one, designed to support your total well-being: medical, dental, vision, parental leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off. More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you’re looking for a place where you can build a meaningful career and help power and support our communities, we’d love to welcome you to the team. PSEG is not offering visa sponsorship for this position. Job Summary At this time, only current PSEG employees are being considered. The Billing Department is responsible for the accurate and timely billing for all PSE&G’s electric, gas, and non-utility customers. The department has two locations, Newark and Bordentown, and has 80+ MAST and Bargaining Unit employees. The Billing Operations Site Supervisor plays a lead role in assisting the Billing Manager with daily operations and employee relations. The Site Supervisor assumes the Manager’s role when the Manager is not available and provides the opportunity to work in operations, lead a large organization, and work with Bargaining Unit employees. Job Responsibilities The Manager and Site Supervisor will divide the department’s direct reports and daily responsibilities as they see fit. The Site role includes: Providing direction in the daily work assignments to maintain and deliver optimum quality of service to customers and ensure accurate and timely billing Monitoring daily performance levels and implementing plans for improving human efficiency in productivity and quality Assigning and overseeing the resolution of escalated customer complaints. Identifying/addressing training gaps and implementing process improvements. Directly supervising Bargaining Unit and/or MAST associates, resolving employee relations issues, maintaining a positive and productive working relationship with Local 601 Councils, and resolving industrial relations matters while ensuring consistency across the department Ensuring a safe working environment, communicating safety messaging, and supporting Safety 2.0 initiatives Coordinating storm or other peak workload events within Customer Operations. Working effectively across Customer Operations sub-processes including participating in Cross-Functional teams, implementing process improvements and billing enhancements Conducting targeted internal reviews to ensure ongoing compliance with SOX controls and revenue reporting Holding a company PCard, managing expenses and mail machines, coordinating office supply approvals and deliveries Fundamental knowledge/experience in financial analysis and work planning. Conducting performance reviews, overseeing year-end appraisals and approvals Updating departmental scorecards, reviewing reports, and making operational recommendations Overseeing daily attendance, making staffing recommendations, coordinating training schedules, overseeing Certificates of Absences, and time entry/approvals Leading operational calls, staff meetings, and presenting in large forums, as required Understanding and overseeing Billing Sub-processes in partnership with the Billing Manager Job Specific Qualifications Bachelor’s Degree or equivalent experience, plus 5+ years Operational experience Three years’ supervisory experience as a first line supervisor within a bargaining unit environment Strong interpersonal and leadership skills Strategic thinking, analytical capability, and financial acumen Strong verbal, written, and presentation skills Demonstrated ability to manage performance Understanding of the meter-to-cash process Demonstrated teamwork Ability to make decisions, proactively resolve customer issues, ability to provide long/short term operational and performance improvement issue resolutions Position will require driving to various locations and may require attending in person/virtual meetings outside normal reporting location/shift to support Billing Operations Compliance with the Department of Energy's regulation 10 CFR 810 is required Desired Above average technical skills Experience in labor relations negotiations and knowledge of the Company Bargaining Unit Agreement with UWUA Local 601 Demonstrated knowledge of SAP-CCS and MS applications Some positions at PSEG require access to information covered by the Department of Energy’s regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a “Generally Authorized” destination on the attached list not also a citizen, national, permanent resident of any country not listed; OR (4) a “Protected Individual” under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)). As an employee of PSEG, you should be aware that during emergency 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. Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. 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 a positive result. If you are a current PSEG Long Island (PSEGLI) employee and offered an opportunity with PSEG or any of its subsidiaries other than PSEGLI, you will be treated as a new hire. Please note that as a new hire to PSEG, your benefits will change and generally will be consistent with other similarly situated PSEG new hires. Similarly, for PSEG employees who accept job opportunities with PSEGLI, your benefits will change and generally be consistent with other similarly situated new hires of PSEGLI. 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. 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 View phone number on click.appcast.io or email View email address on click.appcast.io you need to request a reasonable accommodation to perform the essential functions of the job, email View email address on click.appcast.io. 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 INFORMATION (Click link below)Know your Rights: Workplace Discrimination is Illegal