Sr Customer Operations Supervisor

PSEG Long Island; Melville (NY); Hybrid; USD 94,000 - 148,000; Full time

Job summary

PSEG Long Island in Melville, NY, is seeking an experienced leader to supervise Back Office Collections and Customer Service operations, ensuring regulatory compliance and exceptional service. The role supports departmental goals and business objectives while guiding a team of professionals.

At this time, only current PSEG employees will be considered. This position offers a hybrid work arrangement with travel as needed and a comprehensive benefits package.

Qualifications

• Bachelor's degree required; 5+ years in customer service or collections preferred.
• Proven leadership and supervision of management and bargaining unit staff.
• Strong verbal and written communication skills.
• Ability to interact effectively with management, colleagues, and customers.
• Analytical, decision making, and problem solving abilities with collaborative approach.
• Proficient in Outlook, Excel, PowerPoint, and Word.
• Willingness to travel within service territory; flexible hours.
• Valid US driver's license with clean driving history.
• Compliance with 10 CFR 810 regulations.

Responsibilities

• Lead and develop a diverse workforce through coaching, performance management, and team building to achieve operational, safety, and customer service goals
• Monitor productivity, attendance, and compliance with policies, procedures, and regulations. Manage staffing and resource allocation to meet business demands
• Collaborate with vendors on contracts, pricing, systems, and process improvements. Prepare and present performance reports, KPI analysis, and OSA metrics
• Develop employee training and maintain accurate departmental documentation
• Support internal and external audits by providing data, records, and operational insight
• Partner with utilities, stakeholders, and cross-functional teams to implement best practices and improve efficiency, compliance, and customer experience
• Resolve escalated customer issues involving billing, collections, payments, and metering
• Lead special projects, strategic initiatives, and represent the organization in community and industry engagements

Skills

Leadership

Communication

Analytical thinking

Problem solving

Teamwork

Time management

Travel ability

Driver's license

Education

Bachelor's degree

Tools

Microsoft Outlook

Excel

PowerPoint

Word

Job description

Requisition : 82573

PSEG Company : PSEG Long Island

Salary Range : $ 93,600 - $ 148,200

Work Location Category : Hybrid

We’re one of the country’s largest energy companies, with a vision of powering a future where people use energy more efficiently and it’s safer and delivered more reliably than ever. We’re also deeply connected to the communities we serve, with more than 13,000 employees working together to support our customers and make a difference every day.

Here, you’ll have the stability and exciting opportunities that come with being a Fortune 500 company — along with a supportive, friendly work environment where your contributions are valued.

We offer a flexible work environment designed to balance employee needs with collaboration and operational excellence. Roles fall into two categories:

• Onsite: Employees work onsite daily.
• Hybrid: A blend of remote and onsite work, with at least three onsite days per week required.

As an employee, if you are regularly scheduled to work 20 or more hours per week, you will have access to a wide range of comprehensive benefits designed to support your total well-being: medical, dental, vision, paternal leave and family leave programs, behavioral health programs, 401(k) with company match, life insurance, tuition reimbursement, and generous paid time off.

More than 13,000 people already call PSEG their work home, taking pride in providing safe, reliable service to millions of customers. If you’re looking for a place where you can build a meaningful career and help power and support our communities, we’d love to welcome you to the team.

PSEG is not offering visa sponsorship for this position.

Job Summary

Directly responsible for leading, supervising, and supporting Customer Service Representatives and management personnel within Back Office Collections. Ensures operational excellence, regulatory compliance, employee development, and exceptional customer service while supporting departmental goals and business objectives.

At this time, only current PSEG employees will be considered.

Job Responsibilities

• Lead and develop a diverse workforce through coaching, performance management, and team building to achieve operational, safety, and customer service goals
• Monitor productivity, attendance, and compliance with policies, procedures, and regulations. Manage staffing and resource allocation to meet business demands
• Collaborate with vendors on contracts, pricing, systems, and process improvements. Prepare and present performance reports, KPI analysis, and OSA metrics
• Develop employee training and maintain accurate departmental documentation
• Support internal and external audits by providing data, records, and operational insight
• Partner with utilities, stakeholders, and cross-functional teams to implement best practices and improve efficiency, compliance, and customer experience
• Resolve escalated customer issues involving billing, collections, payments, and metering
• Lead special projects, strategic initiatives, and represent the organization in community and industry engagements

Job Specific Qualifications

• Bachelors degree with a minimum of 5+ years business experience; in lieu of a degree, a minimum of 9 years of experience in customer service or collections
• Demonstrated leadership skills and ability to assume all aspects of the supervision of management and bargaining unit employees
• Demonstrated strong verbal and written communication skills
• Demonstrated ability to effectively interact with Management, colleagues and customers
• Demonstrated 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 and Word
• Demonstrated ability to work independently; prioritize work; meet deadlines and targets
• Ability to travel throughout the service territory
• Team player willing to work flexible hours
• Must possess and maintain a valid US driver’s license and a safe and satisfactory driving history
• Compliance with the Department of Energy's regulation 10 CFR 810 is required

Desired:

• Knowledge of Home Energy Fair Practices Act (HEFPA) and/or the LIPA tariff
• Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures
• Knowledge of public benefits/government entitlements
• Utility/Energy experience
• Demonstrated project management skills
• Experience writing and maintaining procedures

Some positions at PSEG require access to information covered by the Department of Energy’s regulation 10 CFR 810 (Part 810). If applicable, the successful applicant must prove they are: (1) a citizen or national of the USA; OR (2) a lawful permanent resident of the United States (Non-Conditional Permanent I-551 / Green Card / Permanent Resident Card holder); OR (3) a citizen, national, or permanent resident of a “Generally Authorized” destination on the attached list and not also a citizen, national, permanent resident of any country not listed; OR (4) a “Protected Individual” under the Immigration and Naturalization Act (8 U.S.C 1324b(a)(3)).

As an employee of PSEG Long Island, you should be aware that during storm/outage restoration efforts, you may be required to perform functions different from normal operations and work extended hours beyond your regular work schedule. You may also be required to work on premise or in an alternate location as directed by the company.

For all roles, PSEGLI’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing.

Employees who are hired or transfer into a federally regulated role (including positions covered by USDOT, PHMSA, or NRC regulations) are subject to random drug and alcohol testing, inclusive of marijuana. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and medically, the use of these products are prohibited for employees in federally regulated roles. 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 a positive result.

If you are a current PSEG employee and offered an opportunity with PSEG Long Island, you will be treated as a new hire. Please note that as a new hire to the Long Island subsidiary, your benefits will change and generally will be consistent with other similarly situated PSEG Long Island new hires. Similarly, for PSEG Long Island employees who accept job opportunities with PSEG or any of its subsidiaries (other than PSEG Long Island), their benefits will change and generally will be consistent with other similarly situated new hires of that company.

PSEGLI 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.

PSEGLI 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 [e-mail].

If you need to request a reasonable accommodation to perform the essential functions of the job, email [e-mail]. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

Know your Rights: Workplace Discrimination is Illegal