Share this Job

PSEGLI Customer Operations Analyst - Social Media

Date: Aug 13, 2019

Location: Melville, NY, US

Company: PSEG

Requisition ID:  56059 

Job Function/Category:  Customer Services 

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.

 

PSEG is a diversified energy company headquartered in Newark, N.J. Established in 1903. The company has long had a key role in fueling New Jersey's economy and supporting the state's quality of life. Public Service Electric and Gas (PSE&G) is New Jersey's largest provider of electric and gas service – serving 2.2 million electric customers and 1.8 million gas customers. Another member of the PSEG family of companies, PSEG Long Island, operates the electric transmission and distribution system of the Long Island Power Authority, with 1.1 million customers.

PSEG also owns and operates a diverse fleet of power plants with approximately 10,600 megawatts of generating capacity located primarily in the Mid-Atlantic and Northeast regions and has solar energy facilities throughout the United States.

PSEG is a Fortune 500 company included in the S&P 500 Index and is a decade-long member of the Dow Jones North America Sustainability Index. PSEG has approximately 13,000 employees, who are carrying forward a proud tradition of dedicated service that has continued over more than 100 years.

Experience the personal challenge of working for a world class organization and leader in the Utilities and Energy industry as a Relay Technician at various locations throughout our Long Island service territory.

 

Position Description:

Hours:  Tues-Fri 2pm-11pm and Sat 9am-6pm

 

 

Duties include (but not limited to):

  • Leverage social media listening and response tools to monitor customer feedback within various social media channels including Facebook, Twitter, and YouTube.
  • The social media analyst will be responsible for monitoring and responding to customer inquiries quickly and effectively on PSEG Long Island’s Facebook, Twitter & Instagram accounts.
  • Will engage in these channels to identify and resolve issues impacting PSEG Long Island customers.
  • Requires strong writing and language skills, paired with a background in customer service and social media engagement.
  • Possess great ability to identify potential negative or crisis situations and apply conflict resolution principles to mitigate issues.
  • Contact customers via both public and private social media messaging and also via phone or email if necessary, serving as an advocate for PSEG Long Island, the brand and its customers.
  • Must be able to establish rapport and trust with customers by showing interest and empathy for their concern.
  • Help develop and implement PSEG Long Island’s social media strategy and digital presence.
  • Work closely with Corporate Communications and Customer Experience organizations to insure unified customer experience across multiple customer contact channels.
  • Research, evaluate and recommend new sponsored content platforms for brand engagement.
  • Analyze data to assess customer satisfaction and make recommendations to adjust local procedures.
  • Achieve operational excellence and safe work behaviors through leadership, teamwork and effective communication.
  • Recognize and recommend operational improvements.
  • Demonstrated ability to coordinate and organize activities/projects.
  • Interacts with local electric dispatching as needed.
  • Candidate will complete Customer Representative Training course.
  • This position also requires availability in the case of storm emergencies and storm restoration efforts.
  • Will be required to work some weekends, nights and Holidays and extend hours during outages/storms.

 

Education and Qualifications (required):

  • BA/BS degree or Associate’s with a minimum of 3 years customer business experience.
  • Excellent computer skills, specifically in Microsoft Outlook, Excel, Access, PowerPoint and Word.
  • Must have and maintain a valid driver’s license.
  • Must foster an inclusive work environment and respects all aspects of diversity.
  • Must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices.
  • Must have exceptional writing and editing skills, as well as the ability to adopt the style, tone, and voice of our business’ various types of content.
  • Experience doing analytical work and attention to detail.
  • Possess planning and organizational skills.
  • Possess a sense of teamwork and initiative.
  • Experience working in a cross functional environment.
  • Experience implementing process improvement initiatives.

 

Desired:

  • Excellent computer skills, specifically Tableau
  • Experience doing analytical work and attention to detail.
  • Experience analyzing JD Power and After Survey Metrics / Results
  • Demonstrate knowledge of customer information / billing systems.
  • Creative thinker, with an ability to use both data and intuition to inform decision.

 

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.

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

Job Segment: Compliance, Sustainability, Recruiting, Operations, Legal, Energy, Human Resources

Find similar jobs: