Supervisor Customer Dispatch - Night

New Jersey Resources Corp.; Freehold (NJ); On-site; USD 93,000 - 125,000; Full time

Benefits offered by this job

Day one medical

401(k) plan

Direct Stock Purchase Plan

Wellness perks

Employee Assistance Program

Professional development

Flexible work arrangements

Job summary

New Jersey Resources Corp. (NJNG) seeks a Night Supervisor for Customer Dispatch to organize and oversee the Energy Delivery workload and meet leak response, appointment, and satisfaction goals.

The role requires coordinating dispatch resources and ensuring safe, reliable service with a 2:00 PM to 10:00 PM schedule. The position emphasizes emergency response coordination, workflow management, and collaboration with field and call center teams to maintain high customer service standards.

Qualifications

• Bachelor’s degree preferred. Equivalent combination of education and experience will be considered.
• Minimum of 3 years of experience in public utility operations or a closely related field.
• Strong organizational, written and verbal communication skills. Proficiency in computer applications and a commitment to delivering excellent customer service.
• Familiarity with New Jersey Natural Gas operations, internal systems, and business processes is highly desirable.
• Experience working within union environments and interpreting union contracts is a plus.

Responsibilities

• Coordinate emergency response and oversee timely, effective response to safeguard life and property.
• Manage and adapt daily workflows to meet operational demands while minimizing overtime and standby requirements.
• Direct deployment of company personnel and subcontractors to ensure a safe and reliable distribution system.
• Coordinate non-standard work during incidents, including outage reports and resource organization.
• Supervise dispatchers and monitor performance via shadowing, call monitoring, and CS/OLE reports.
• Provide monthly feedback and coaching to dispatchers to develop skills.
• Oversee collections activity daily to avoid conflicts with leak response goals and other workloads.
• Collaborate with Field and Dispatch supervision to improve efficiency and productivity.
• Serve as Call Center liaison to resolve escalated inquiries and issues.
• Assist training efforts, enforce policies, and roll out new procedures and updates.
• Review time sheets for accuracy and assist in covering other supervisor shifts as needed.
• Oversee street opening permit submissions and timeliness.

Skills

Strong organizational skills

Written and verbal communication

Proficiency in computer applications

Customer service commitment

Education

Bachelor's degree preferred

Job description

Step into a future fueled by innovation, sustainability and purpose. At our Fortune 1000 diversified energy company, we’re not just shaping a cleaner energy future, we’re building a workplace where you can thrive. Join a team that values community, flexibility and growth, and enjoy competitive pay, comprehensive benefits and a culture that supports your personal and professional development. Let’s energize the future together.

New Jersey Natural Gas (NJNG), a subsidiary of New Jersey Resources is seeking a Night Supervisor for Customer Dispatch to organize and oversee the daily Energy Delivery workload in order to effectively meet all customer and company workload demands while ensuring that all leak response goals, customer appointment commitments, and customer satisfaction goals are met. The hours for this position are 2:00 PM to 10:00 PM.

Major Responsibilities:

• Ensure timely and effective emergency response coordination to safeguard life and property.
• Manage and adapt daily workflows to meet operational demands while minimizing overtime and standby requirements.
• Provide direction and assistance regarding deployment of company personnel and subcontractors to ensure a safe and reliable distribution system.
• Coordinate all non-standard work activities that are the result of an incident, including running outage reports, and organizing necessary field, Customer Service and Dispatch resources.
• Communicate with management as required.
• Supervise dispatchers: monitor dispatcher performance through job shadowing, phone call monitoring and Customer Satisfaction and OLE reports.
• Coach team members and provide feedback for developing skills in order to continually improve performance.
• Document and monitor performance issues.
• Provide dispatchers with monthly feedback.
• Monitor the daily Collections Department activity in order to ensure that daily reconnect volume does not conflict with leak response goals and other workload demands.
• Work with Field Supervision and Dispatch Supervision to develop ways of performing work more efficiently.
• Communicate and address productivity issues.
• Act as Call Center liaison: Authorize same-day special case requests and resolve escalated customer complaints. Work with NJNG Call Center team to address NJNG/NJRHS issues, process changes, resolve inquiries, etc.
• Provide updates to Dispatch personnel as needed.
• Assist with training activities, including annual compliance training, cross training between departments and training for new Dispatcher(s). Roll out all new procedures, policies and SOME manual updates.
• Enforce all Dispatch policies and procedures.
• Review employee timesheets for accuracy.
• Assist/fill in for other supervisors (all shifts) as required.
• Oversee the street opening permit function: ensure permits are submitted in an accurate and timely manner.

Position Requirements:

• Bachelor’s degree preferred. Equivalent combination of education and experience will be considered.
• Minimum of 3 years of experience in public utility operations or a closely related field.
• Strong organizational, written and verbal communication skills. Proficiency in computer applications and a commitment to delivering excellent customer service
• Familiarity with New Jersey Natural Gas operations, internal systems, and business processes is highly desirable.
• Experience working within union environments and interpreting union contracts is a plus.

* The above job description is reflective of the primary duties of this position and in no way limits the supervisor from assigning any other duties, responsibilities or initiatives as deemed necessary.

This position is deemed safety-sensitive under the U.S. Department of Transportation Pipeline and Hazardous Materials Safety Administration’s regulations. Among other things, employees in this position are subject to drug and alcohol testing, including pre-employment testing, random testing, reasonable suspicion testing and post-accident testing. PHMSA-required drug tests include testing for marijuana. The use of marijuana, or testing positive for marijuana, is disqualifying and will lead to removal from performing safety-sensitive functions as well as disciplinary action.

Job Location Type is Onsite

Other Details:

Compensation: Expected base pay range for this role will be $92,500 - $125,000.
Base pay is based on several factors including, experience, skills, and knowledge.

This role will be eligible to participate in an annual short term incentive program.

Benefits That Support You

• Day one medical coverage, including prescription, vision and dental plans, so you’re supported right away.
• Our 401(k) plan has a generous company match to help you invest in your future.
• Direct Stock Purchase Plan (with optional payroll deduction for employees).

• Wellness perks, including free on and off site fitness centers and other programs to keep you feeling your best.
• A confidential Employee Assistance Program to support your wellbeing.
• Professional development and tuition reimbursement to help grow your skills and advance your career.
• Flexible work arrangements with many roles offering hybrid options based on job responsibilities and business needs.

New Jersey Resources is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, gender identity and/or expression, national origin, disability, veteran, or other protected status.