Call Center Supervisor

Public Service Enterprise Group; Honolulu (HI); Hybrid; USD 75,000 - 118,700; Full time

Benefits offered by this job

Health benefits (medical, vision, and

Job summary

Public Service Enterprise Group is seeking a supervisor for our Call Center, overseeing Customer Service Representatives and guiding daily operations to achieve performance targets.

You will monitor performance, coach staff, ensure compliance, and address customer issues across billing, meter readings, and collections while collaborating with other departments and supporting special projects.

Qualifications

• Bachelor’s degree and 2+ years customer operations experience with 1 year supervision; or 6+ years in customer service with direct customer contact and 1 year supervision.
• Strong leadership and ability to supervise bargaining unit employees.
• Excellent verbal and written communication skills.
• Proficient in MS Outlook, Excel, PowerPoint, Access, and Word.
• Ability to travel to and from different PSEG work locations within a 24 hour work service environment.

Responsibilities

• Supervise and support staff of Customer Service Representatives in the Call Center.
• Monitor and analyze individual performance toward scorecard targets.
• Lead a diverse workforce through coaching, counseling and teambuilding to ensure high-quality service.
• Monitor performance and address issues related to sickness, discipline and standards to ensure efficiency.
• Keep employees informed on processes, procedures and regulations; ensure compliance.
• Handle customer issues related to satisfaction, meter readings, payment processing, collections and billing.
• Collaborate with other departments to review guidelines and suggest process changes.
• Provide technical support on rates, systems, and company policies.
• Participate in special projects and task forces.
• Engage in community outreach activities, meetings and events.
• Maintain staffing levels to meet customer needs.
• Work various shifts including weekends, holidays and nights; standby and extended hours during storms.

Skills

Leadership

Customer service

Coaching

Communication

Analytical

MS Office

Education

Bachelor’s degree

Tools

Microsoft Outlook

Excel

PowerPoint

Access

Word

Job description

Compensation & Location

Salary Range: $75,000 - $118,700.

Work Location Category: Hybrid.

Benefits

We provide 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 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year.

Job Responsibilities

• Directly responsible for supervising, directing, and supporting staff of Customer Service Representatives in the Call Center.
• Monitor and analyze individual performance toward achievement of scorecard targets.
• Supervise and lead a diverse workforce through coaching, counseling and teambuilding to effectively, efficiently and safely accomplish job tasks and provide exceptional customer service.
• Monitor performance of allocated staff including issues relating to sickness, discipline and poor standards of work in order to ensure that work is carried out efficiently and effectively and feedback is given timely.
• Keep employees well informed on processes, procedures and regulations, and monitor for compliance.
• Handle customer issues and appeals related to customer satisfaction, meter reading, payment processing, collection and billing.
• Interact with other departments to review operating guidelines and recommend process changes and improvements as required.
• Provide technical support to associates regarding rates, systems/applications and company policies/procedures.
• Participate on special projects and task forces.
• Participate in community outreach activities, meetings and events.
• Maintain staff levels/requirements to best meet customer needs.
• Work a variety of shifts and work days including weekends, holidays and nights.
• Be a part of mandatory Standby duty.
• Work extended hours/days during storm/emergency conditions as needed.

Job Specific Qualifications

• Bachelor’s degree and a minimum of 2 years customer operations experience and 1 year supervisory or leadership experience; in lieu of a degree, a minimum of 6 years of experience in customer service with direct customer contact and 1 year supervisory or leadership experience.
• Demonstrated leadership skills and ability to assume all aspects of the supervision of bargaining unit employees.
• Must have skills to coach employees on their availability, quality and performance.
• Demonstrated strong verbal and written communication skills.
• Demonstrated ability to effectively interact with Management, colleagues and customers.
• Demonstrates analytical, decision making and problem solving skills and the ability to work collaboratively with others to resolve complex issues with innovative solutions.
• Proficient computer skills, specifically in Microsoft Outlook, Excel, PowerPoint, Access and Word.
• Demonstrated ability to work independently; prioritize work; meet deadlines and targets.
• Ability to travel to and from different PSEG work locations within a 24 hour work service environment.

Desired Qualifications

• Experience working with union associates and grievance process.
• Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures.
• Working knowledge of electric rates, utility tariffs and regulations.
• Knowledge of JD Power Customer Perception Survey and Process.
• Experience in Emergency Response Procedures and Business Continuity.
• Experience in Database management or Microsoft Access.
• Possess and maintain a valid US driver’s license and a safe and satisfactory driving history.

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.