Customer Operations Associate Jobs in New Jersey

Requisition:77339
PSEG Company:Public Service Electric & Gas Co.
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
Job Responsibilities

• Direct supervision of customer-facing bargaining unit associates, with a strong emphasis on managing and developing individual performance.
• Learn and apply suite of Call Center applications and utilize analytic tools to monitor and drive performance.
• Set priorities for the team to ensure effective workload management.
• Motivate, coach and develop personnel towards high levels of performance, call quality, and technical competence.
• With oversight from managers, resolve employee relations/industrial relations matters to ensure consistency across the department and in compliance with policies, procedures and/or business plan.
• Monitor and analyze individual and team performance on a daily basis, in an effort to achieve established scorecard targets.
• 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.
• Position requires a high level of teamwork and coordination with internal team members and external stakeholders.
• Supervise and lead by initiating, guiding, supporting and motivating associates. Organize and lead team meetings.
• Plan and organize activities/projects. Analyze data to assess business performance and adjust local procedures as appropriate.
• Maintain staff levels/requirements to best meet business needs.
• 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 and meet management's expectation for effective internal business controls.
• The Call Center is a 24/7 operation and shift of supervisory roles can vary depending on business needs. Applicants must be able to work evenings, weekend, and overtime.

Job Specific Qualifications

• Bachelor's Degree or sixyears of related work experience.
• Experience working in a Union environment.
• Broad knowledge in Customer Service operations.
• Strong performance record.
• Demonstrated strong leadership skills; Able to assume all aspects of the supervision of personnel.
• Technical and analytical/problem-solving expertise.
• Ability to make decisions, proactively resolve issues, and provide short/long term operational and performance improvement recommendations.
• Strong verbal and written communication skills.
• Able to work independently; prioritize work; meet deadlines and targets.
• Demonstrated ability to effectively interact with management, colleagues and customers.
• Strong MS Office skills.
• Must possess and maintain a valid U.S. driver's license.

Minimum Years of Experience
Data Needed
6 years of experience
Education
Bachelors
Certifications
None Noted
Disclaimer
Certain 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 by clicking on the emPower icon, then selecting careers. This site ( PSEG Careers and Job Openings ) 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
Pay Transparency Nondiscrimination Provision
Nearest Major Market: Newark
Nearest Secondary Market: New York City
Job Segment: Employee Relations, Call Center Manager, Call Center Supervisor, Operations Manager, Developer, Human Resources, Customer Service, Operations, Technology