Social Care & Digital Analyst (Newark, NJ, US) - PSEG

Job Summary

Improve the customer experience for those customers who interact with us via social media through direct interaction with the public. Provide customer service on a full range of utility-related issues. Handle sensitive and escalated issues, and coordinate response and resolution with associates throughout the utility as needed. Support operational performance and improvement as enabled by various technologies including Web Self-Service, Mobile App, CRM, CCS, and other digital platforms. Support our understanding of customer behavior on digital channels through reporting and advanced analytics. Shifts may vary to ensure evening and weekend coverage.

Job Responsibilities

• Monitor social media channels for customer needs and brand concerns.
• With guidance, interact with customers via social media, including Facebook and Twitter, providing information and resolving service needs according to established practices and guidelines.
• Use Salesforce and SAP CRM to act on a customer’s behalf and update account records
• Work closely with Customer Contact, Voice of the Customer, Customer Relations, and management in utility operating groups as needed to resolve service needs and complaints.
• Work closely with Corporate Communications on issues and concerns that extend beyond the service needs of an individual customer.
• Perform routine social media tagging, user management, and conversation management tasks
• Provide first line of support for social media response during storms and other major events
• Run daily, weekly, and monthly reports for both social media and other digital channels and products (such as website, digital assistants, Salesforce, and mobile app) and communicate findings
• Execute simple digital optimization techniques
• Testing new website tagging and maintaining tagging documentation for Google Analytics and Sitecore Analytics
• Assist digital product teams test system changes, particularly with regard to the analytics associated with each product
• Propose and collaborate on the creation of content for digital products, subject to review and approval
• Handle social care interactions and escalated issues independently
• Perform complex analysis of social and digital data to yield more sophisticated insights into customer behavior and system performance
• Create ad hoc reports based on business need
• Based on the findings, work with product owners to propose, design and execute digital optimization tactics
• Work with content owners, Campaign Management and Corporate Communications to align new content with other content used in other channels, such as proactive social media campaigns, web content and marketing content
• Work with product owners to ensure the necessary user stories are developed to maintain and enhance the analytical capabilities of each product
• Create and collaborate on the creation of content for digital products
• Support large data initiatives such as the implementation of a data lake and Customer 360

Job Specific Qualifications

Required

• Bachelor’s Degree in Business, Marketing, Research, Communications, Social Media, or related field and a minimum of 4 years experience in customer service or analytics and experience using social media platforms. In lieu of a degree, HSD/GED and a minimum of 8 years experience in customer service or analytics and experience using social media platforms. 
• Handle social care interactions and escalated issues independently
• Perform complex analysis of social and digital data to yield more sophisticated insights into customer behavior and system performance
• Create ad hoc reports based on business need
• Based on the findings, work with product owners to propose, design and execute digital optimization tactics
• Work with content owners, Campaign Management, and Corporate Communications to align new content with content used in other channels, such as proactive social media campaigns, web content, and marketing content
• Work with product owners to ensure the necessary user stories are developed to maintain and enhance the analytical capabilities of each product
• Create and collaborate on the creation of content for digital products
• Strong customer advocate and able to rally others to resolve service needs able to compassionately and diplomatically handle sensitive issues. Uses good judgement in escalating concerns appropriately
• An independent problem solver who takes ownership and full accountability
• Deep knowledge of utility business processes as well as Salesforce/CRM platforms
• Outstanding written and verbal communication skills
• Ability to manage competing priorities and respond with urgency in a time-sensitive role
• Highly collaborative, able to work across business units to achieve desired outcomes
• Strong analytical skills and experience in reporting, dashboards, and storytelling through data

Desired

• Prior experience running reports using common tools such as Excel, Tableau, or Access
• Experience with Sitecore and Google Analytics

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.