Business Customer Support Specialist/Sr. Business Customer Support Specialist
Date: Jul 28, 2020
Location: Springfield, NJ, US
Company: PSEG
Requisition ID: 64519
Job Function/Category: Business 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.
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PSE&G relies on Business Customer Support Specialist/Senior Business Customer Support Specialist to be the main contact for external and internal business customers related to specialized technical work in specific areas. Position requires responsiveness to requests, excellence at communicating with multiple parties about complicated issues, and technical mastery in their areas of specialization. Business Customer Support Specialist/Senior Business Customer Support Specialist interacts with large utility customers and their assigned Customer Advisor to facilitate resolution of issues related to their area(s) of specialization. They are expected to “own” issues through resolution and work constructively with all stakeholders to meet customer needs. Maintain and apply working knowledge of PSEG Standards for Business Controls and meet management's expectations for effective internal business controls, including documentation in Salesforce and other tracking systems. For both positions, the Business Customer Support associate will respond to and manage the resolution of inquiries from business customers (existing and new) of PSE&G. The Senior Business Customer Support associate will be responsible for managing the inquiries specifically for the assigned business customers as opposed to un-assigned small and medium customers managed by the Business Customer Support associate. In this way the Senior BCS is directly providing support to the field representatives and their customers. Additionally, the Senior Business Customer Support associates will manage the resolution of more complex billing, measurement, and service quality issues including short-term projects related to these issues. |
- Providing technical expertise in the interpretation of electric and gas requirements, resulting in the design and installation of utility infrastructure
- Responding to and resolving customer inquiries. (Senior- managing the resolution of complex inquiries and projects such as billing, measurement, or service quality)
- Ensuring high levels of customer satisfaction that meet or exceed established goals for customer satisfaction on the Customer Operations Scorecard
- Working with Business Customer internal stakeholders to provide superior customer service and delivery of timely information to customers
- Identifying sales opportunities and communicating strategic business intelligence within PSE&G
- Administer gas and electric tariffs, Following company policies and procedures
Required:
- BA/BS OR minimum 2 years related customer contact or technical experience.
- General knowledge of electric and gas tariffs.
- Excellent written and verbal communications skills.
- Prior experience in handling customer calls and managing customer relationships.
- Familiarity with SAP platforms, for example DWMS. Working knowledge of CCS-CRM (customer system) and Salesforce.
- Must foster an inclusive work environment and respects all aspects of diversity.
- Must demonstrate and value differences in other’s strengths, perspectives, approaches, and personal choices.
Desired:
- Valid driver’s license
- Operating experience with SAP-CRM, Salesforce, OMS and electric and gas work management systems.
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.
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.
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