Business Support Specialist - Customer Operations
Date: Nov 21, 2024
Location: Newark, NJ, US
Company: PSEG
Requisition: 80340
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.
We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year.
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
Be part of a team that improves customer perception of PSE&G by making it easy for customers to do business with us. Support operational performance and improvement as enabled by various technologies including Web Self-Service, Mobile App, CRM, CCS, and other digital platforms.
Job Responsibilities
- Act as the subject matter expert on technology projects that span the systems used by Customer Care, helping keep projects on track through all milestones starting from business requirements to testing, implementation, and monitoring. Provide Change Management and support for internal clients to improve their use of systems and to assist customers in using self-service.
- Proactively evaluate system utilization by end-users, whether associates or customers. Use available data sources, such as survey results, system queries, Google analytics, monitoring and observation, reported system defects and benchmark data, to analyze system activity and performance and identify gaps and improvement opportunities.
- Represent Customer Contact in the timely resolution of system defects and in the development of business requirements for enhancements.
- Oversee enhancements through all milestones to implementation and monitoring.
- Coordinate with other business process leads, IT, and Asset Management to establish/update policies on system use. Identify system and operational opportunities to improve performance.
- Interact directly with customers to understand user experience issues.
- Position requires occasional support activities outside of regular working hours, including evenings and weekends.
- Position requires operational support to Customer Operations in the case of significant outage events.
Job Specific Qualifications
- Bachelor’s degree in Business, Computer Science, or related field plus 3 years of related experience. In lieu of a degree, 7 years of job-related experience
- Demonstrated experience and high proficiency in Excel and databases as well as Microsoft Office applications.
- Demonstrated organization skills; ability to build and maintain effective partnerships within and across organizations.
- Demonstrated analytical, attention to detail, and communication skills.
- Demonstrated proficiency in SAP-CCS or other similar customer database(s).
- Ability to manage multiple priorities in a dynamic environment.
Desired qualifications:
- Project management experience.
- Experience working on IT Projects or system enhancements, experience in UI/UX design.
- Benchmarking experience.
- Demonstrated skill in implementing process improvements.
- Experienced in creating process documentation.
- Visual Basic experience.
- Demonstrated experience in MS Tableau, MS Access, SharePoint, and SQL.
- Knowledge and understanding of PSE&G’s Electric and Gas Tariffs.
- Knowledge and understanding of meter-to-cash process.
- Demonstrated advanced strategic thinking, interpersonal, and leadership skills.
- Ability to lead a small team.
- Experience with Call Center technologies, such as the IVR, CRM and Salesforce.
Minimum Years of Experience
Education
Certifications
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 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)
Nearest Major Market: Newark
Nearest Secondary Market: New York City
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