Senior Customer Operations Supervisor (Springfield, NJ, US) - PSEG
Springfield, NJ
About the Job
Requisition: 80494
PSEG Company: Public Service Electric & Gas Co.
Salary Range: $ 88,400 - $ 140,000
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
Position serves as the Supervisor for the Smart Meter Operations Center (SMOC) managing a team of data admins/analysts supporting day-to-day responsibilities of PSE&G’s advanced metering infrastructure (AMI) data collection, reporting, and real time commands. Manage team’s daily workflow as well as provide support during storms, weekends, and holidays as business needs demand. Monitor mesh communication network and coordinate schedule for maintenance and troubleshooting. Coordinate with outside vendors on data and network issues. Collaborate and partner with representatives from all lines of business utilizing meter data including Billing, Business Customer Support, Information Technology, Electric Operations, Gas Operations, Settlement, Renewables, Customer Contact, Collections, OMS, Revenue Integrity, Measurement Engineering and more.
Job Responsibilities
Job Responsibilities include but are not limited to the followin
• Supervise, assist, support, and train a team of MAST data systems administrators, and/or data systems analysts that support the AMI systems and processes.
• Supervise and lead by initiating, guiding, supporting, and motivating associates towards high levels of performance, quality, and technical competence.
• Plan, organize, prioritize, and coordinate day-to-day operations of a diverse workforce to ensure effective workload management and maximize operational and departmental targets.
• Position requires a high level of teamwork and coordination with internal team members and external stakeholders.
• Monitor and analyze departmental, team, and individual performance to drive efficiency, process improvements and achieve scorecard targets.
• Provide services and support to internal and external clients concerning the collection, processing, and distribution of AMI meter data.
• Understand and translate business needs into functional, technical, and performance specifications.
• Organize and lead team meetings.
• Collaborate and support the AMI Process & Analytics team on system upgrades and user acceptance testing.
• Coordinate with Utility Technology and external vendor on mesh network maintenance and troubleshooting.
• Build and maintain procedures, process, and training documentation.
• Work with outside vendors of metering systems, manage relationships, and help develop and integrate new products and metering solutions for external and internal customers.
• Achieve operational excellence and safe work behaviors through leadership, teamwork, and effective communication.
• Apply knowledge of PSEG Standards for Business Controls and meet management's expectation for effective internal business controls.
• Support storm, system outages, or other peak workload events.
• Ensure a safe working environment.
Job Specific Qualifications
Required Skills, Knowledge, and Experience:
• BS/BA degree and a minimum of 5 years of customer service experience in utility, electric, gas or similar energy industry or in lieu of a degree, a HSD/GED and a minimum of 10 years customer service experience in utility, electric, gas or similar energy industry
• Strong performance record.
• Demonstrated strong leadership skills; Able to assume all aspects of the supervision of employees.
• Technical and analytical/problem-solving expertise
• Ability to make decisions, proactively resolve issues, and provide short/long term operational and performance improvement recommendations.
• Experience with managing various priorities in a dynamic and cross functional environment while adhering to strict deadlines.
• Ability to effectively utilize critical thinking skills for troubleshooting and resolution in high pressure situations.
• Strong verbal and written communication skills
• Able to work independently, prioritize department’s work, meet deadlines and targets
• Demonstrated ability to effectively interact with management, colleagues, and customers
• Broad knowledge of utility business and technical aspects of the job
• Strong MS Office skills including Excel, Outlook, PowerPoint, Access, Visio
• Knowledge of SAP
• Valid driver's license required
Desired Skills, Knowledge, and Experience
• Experience with AMI, meter data, and meter-to-cash process.
• Experience with Work Management Systems (ACES/CAD)
• Experience with process documentation software (Procedure Flow, Visio)
• Experience with SAP Device Management and/or Customer Care and Service (CCS)
• Experience with data visualization (Power BI)
• Experience with Electric Operations, Gas Operations, Collections, GIS, and/or OMS.
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.
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