Business Support Specialist - Digital Products - PSEG
Newark, NJ
About the Job
Requisition : 78340
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.
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
Required:
+ Bachelor's degree in related field and 3 years of relevant experience or, in lieu of a degree, 7 years of relevant professional experience.
+ Knowledge of Customer Operations’ meter-to-cash processes
+ Familiarity with broad Utility operations such as Electric, Gas, Renewables, and WorryFree
+ Hands-on experience serving and interacting with customers
+ Proficiency in Microsoft Office applications
+ Strong organization and communication skills
+ Ability to build and maintain effective partnerships within and across organizations.
+ Demonstrated ability to view all decisions from the perspective of our customers, and keep the customer’s experience at the center of any approach.
+ 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.
Desired:
+ Advanced degree, project management experience, experience in UI/UX design
+ Experience with Call Center technologies, such as the ACD, IVR, CRM and HVCA
Minimum Years of Experience
3 years of experience
Education
Bachelors
Certifications
None Noted
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 (https://sharepoint.pseg.com/Pages/Home.aspx) by clicking on the emPower icon, then selecting careers. This site (PSEG Careers and Job Openings (https://corporate.pseg.com/careers) ) 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)_
Know your Rights: Workplace Discrimination is Illegal (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf)
Pay Transparency Nondiscrimination Provision
Diversity at PSEG: Equal Opportunity Employer
PSEG is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. PSEG's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.
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.
PSEG is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.
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.
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
Required:
+ Bachelor's degree in related field and 3 years of relevant experience or, in lieu of a degree, 7 years of relevant professional experience.
+ Knowledge of Customer Operations’ meter-to-cash processes
+ Familiarity with broad Utility operations such as Electric, Gas, Renewables, and WorryFree
+ Hands-on experience serving and interacting with customers
+ Proficiency in Microsoft Office applications
+ Strong organization and communication skills
+ Ability to build and maintain effective partnerships within and across organizations.
+ Demonstrated ability to view all decisions from the perspective of our customers, and keep the customer’s experience at the center of any approach.
+ 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.
Desired:
+ Advanced degree, project management experience, experience in UI/UX design
+ Experience with Call Center technologies, such as the ACD, IVR, CRM and HVCA
Minimum Years of Experience
3 years of experience
Education
Bachelors
Certifications
None Noted
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 (https://sharepoint.pseg.com/Pages/Home.aspx) by clicking on the emPower icon, then selecting careers. This site (PSEG Careers and Job Openings (https://corporate.pseg.com/careers) ) 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)_
Know your Rights: Workplace Discrimination is Illegal (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf)
Pay Transparency Nondiscrimination Provision
Diversity at PSEG: Equal Opportunity Employer
PSEG is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. PSEG's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.
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.
PSEG is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.
Source : PSEG