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Assoc Customer Operations Analyst

Date: Oct 14, 2021

Location: Melville, NY, US

Company: PSEG

Requisition ID:  68162 

 

Job Function/Category:  Operations 

 

Employment Type:  Non-exempt Full Time 

 

This is an exciting time to be joining PSEG. Our commitments, which include safety, integrity, customer focus, and diversity & inclusion, are the fabric of our culture and help drive the success of our business. We are fortunate to have an outstanding workforce of diverse and highly skilled talent who move us forward in our operational excellence journey.  PSEG has more than 12,000 employees who are dedicated to the communities we serve and embody our vision: People providing Safe, Reliable, Economic and Greener Energy.

 

Consistent with our core commitment of safety, PSEG has made the decision to require all new hires to be fully COVID-19 vaccinated as a condition of employment.  "Fully vaccination" is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered.   Anyone unable to be vaccinated, either because of a sincerely held relegious belief or a disability can request a reasonable accomodation.

 

Job Summary

This position is open to current PSEG employees only.

 

This position will provide coordination and management of various customer relations operations for Customer Services.  This includes scorecard reporting, DPS complaint tracking and analysis, providing support for a team of customer relations representatives, maintain system access, assign work, perform QA checks on work quality, assist with internal/external audit, perform month end reconciliations.

Job Responsibilities

  • This includes all communication, reporting, presentations and process improvements.  Responsible for all program deliverables and scorecard data. 
  • Proactively interfaces with all customer service Leads and process owners to support all elements of Customer Relations.
  • Maintains databases, reporting history, dashboards and provides analysis of operational and historical data.
  • Assist supervisor in managing the DPS Complaint process
  • Develop internal processes and procedures
  • Develops and maintains data source files and Excel spreadsheets.  Provides continuous improvement of new processes and technologies.  Provides detailed analysis on current cycle times and genesis of the complaint.
  • This position also requires availability in the case of storm emergencies by periodically being on call for the Delivery Emergency Response Center (DERC) and storm restoration efforts.

This position has a career path which provides for promotional opportunities within and across grades as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills.

 

This is a multi-level growth series position, the title, grade level and incentive target assigned to the successful candidate will be determined by assessing skills and related experience, learned through the interview process.

If an internal candidate is selected, they will move laterally at their current grade level and will not be eligible for a promotion at the time of accepting this position. This applies to candidates moving within the same career path (e.g., analyst, supervisor, engineer), or to a different career path (e.g., analyst to engineer, supervisor to analyst). The selected candidate will have an opportunity to be promoted within the career path during an annual review.

 

Job Specific Qualifications

Required Skills, Competencies and Education
•    Bachelor’s degree in Business Administration or related field or in lieu of a degree a minimum of 5 years utility or customer service experience
•    Demonstrated computer skills in Microsoft Office 
•    Demonstrated strengths in planning and organization 
•    Must be adaptable and results oriented
•    Ability to develop relationships across business lines
•    Ability to influence a positive outcome of diverse customer issues

Preferred skills, Desired Skills
•    Understanding of complex billing
•    Experience using CAS – Customer Account System
•    Demonstrated experience adhering to regulatory and/or compliance requirements 
•    Broad utility knowledge
•    Project management experience
•    Tableau or data visualization tools experience 


 

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.

As an employee of PSE&G or PSEG Long Island, 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.

 

This site (http://www.pseg.com) is strictly for candidates who are not currently PSEG employees. PSEG employees must apply for jobs internally through empower which can be accessed through the mypseg homepage by clicking on the employee center tab, then under the empower header, choose careers.

 

Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.

 

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.

 

Consistent with our core commitment of safety, PSEG has made the decision to require all new hires to be fully COVID-19 vaccinated as a condition of employment.  "Fully vaccination" is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered.   Anyone unable to be vaccinated, either because of a sincerely held relegious belief or a disability can request a reasonable accomodation.

 

Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legal protected characteristic. Legally protected characteristics included, 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.

 

Need to request an accommodation?  If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.


Nearest Major Market: Long Island
Nearest Secondary Market: New York CIty

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