Sr Customer Operations Supervisor

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

Benefits offered by this job

Medical/Dental/Vision coverage

Paternal & family leave

401(k) plan

Tuition reimbursement

Paid time off

Job summary

PSEG Long Island is seeking a Customer Service Supervisor to lead the Call Center team, monitor performance, coach staff, and ensure stellar customer service across billing, meter reading, and collections. You will coordinate with other departments, support rate inquiries, and participate in special projects.

The role requires strong leadership, communication, and problem-solving skills, with flexibility for shifts, standby duties, and occasional travel between locations.

Qualifications

• Bachelor's degree or 5+ years customer operations experience (call center)
• In lieu of degree, 8+ years customer service with direct customer contact
• Demonstrated leadership skills and ability to supervise bargaining unit employees
• Strong verbal and written communication skills
• Ability to interact effectively with Management, colleagues and customers
• Analytical, decision making and problem solving abilities
• Proficient in Microsoft Outlook, Excel, PowerPoint, Access and Word
• Ability to travel to different PSEG locations within a 24 hour environment
• Experience with union associates and grievance processes
• Knowledge of regulatory and company policies related to billing, meter reading, collections and payments

Responsibilities

• Supervise, direct 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 and teambuilding
• Address staff issues including sickness, discipline, and performance to ensure efficient operations
• Keep employees informed on processes and regulations and ensure compliance
• Handle customer issues related to satisfaction, meter reading, payments, collections and billing
• Collaborate with other departments to review guidelines and implement improvements
• Provide technical support on rates, systems and procedures
• Participate in special projects and community outreach
• Maintain staffing levels to meet customer needs
• Work varied shifts including weekends, holidays and nights; standby duty and storm contingencies

Skills

Leadership

Coaching

Communication

Analytical thinking

Decision making

Problem solving

Travel readiness

Independent work

Staff supervision

Customer service

Education

Bachelor's degree or equivalent

8+ years customer service experience

Tools

Microsoft Outlook

Excel

PowerPoint

Access

Word

Job description

Requisition : 82612

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), 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

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 tasks 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.

• Participate in mandatory standby duty,

• Work extended hours/days during storm/emergency conditions as needed

Job Specific Qualifications

• Bachelor's degree and a minimum of 5 years customer operations experience (call center and dealing with customers on the phone); in lieu of a degree, a minimum of 8 years of experience in customer service with direct customer contact.

• 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

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 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.

ADDITIONAL EEO INFORMATION (Click link below)

Know your Rights: Workplace Discrimination is Illegal