Temporary Competitive Service Representative

PSEG.com; The Ironbound (NJ); Hybrid; USD 32,000 - 62,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Parental leave

Family leave

Behavioral health programs

401(k) with company match

Life insurance

Tuition reimbursement

Paid time off

Job summary

Public Service Electric & Gas Co. is seeking a temporary hybrid Customer Service role in the Newark area. Responsibilities include handling customer inquiries related to competitive services, HVAC, warranties, and service options, with lead generation and sales support as needed.

The position emphasizes strong communication, problem solving, and knowledge of rates, billing, and program incentives. Onsite presence and effective collaboration with field teams are required.

Qualifications

• Must have a minimum of a high school education or GED.
• Must have the ability to handle routine and more complex customer contacts in a pleasant and courteous manner.
• Must be generally familiar with the territory served by the Company.
• Must be generally familiar with codes and rates and their applications and have a specific knowledge of the more commonly used rates.
• Must be generally familiar with calls related to billing, outages, emergencies, or other utility matters, to connect to the right department.
• Must have active listening skills and the ability to de-escalate/conflict resolution.

Responsibilities

• Competitive Services Call Handling: answer inbound calls related to competitive services and provide product details, pricing, service options and support lead generation, campaigns and sales as needed.
• Explain program eligibility, promotions, and available incentives. Schedule estimates, assessments, and site visits. Accept requests for work required for the proper maintenance of service, appliances, meters, etc., and explain Company procedures and, where possible, quote probable costs.
• Lead Generation & Sales Support by capturing and qualifying leads for field technicians and district teams.
• Document customer needs and service opportunities in customer systems and accurately document all customer interactions and outcomes.
• Answer customer inquiries by conducting outbound follow ups on open estimates or pending decisions, supporting marketing campaigns by managing campaign specific call volume.
• Track and record lead sources for reporting and performance analysis on Competitive Services.
• Interview customers concerning competitive services including but not limited to: Follow up orders by consulting with department responsible for completion of work to obtain or relay additional information.

Skills

Customer service

Communication

De-escalation

Problem solving

Education

High school diploma or GED

Tools

Computer skills

Job description

Requisition: 84381
PSEG Company: Public Service Electric & Gas Co.
Salary Range: $ 23.529 - $ 44.695
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 from day one, designed to support your total well-being: medical, dental, vision, parental 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.

Union Local

UWUA 601

Summary

This is a Temporary position. This is a hybrid position that reqires in-office pressence.

Performs work in the Customer Inquiry Center and Accounting Center to the proper interviewing or handling of customers by telephone or online requests concerning all aspects of Competitive Services, Water Heater and Heating Ventilation and Air Conditioning (HVAC), WorryFree protection plans Appliance Parts Service Order (APSO), extended warranties, maintenance plans and other non regulated offerings. Also support lead generation, campaigns and sales as needed.

Job Responsibilities

Duties include such work as:

• Competitive Services Call Handling answering inbound calls related to competitive services (WorryFree, appliance replacement, Water Heater and Heating Ventilation and Air Conditioning (HVAC) installations, protection plans, extended warranties, appliance repairs). Provide product details, pricing, service options and support lead generation, campaigns and sales as needed.
• Explain program eligibility, promotions, and available incentives. Schedule estimates, assessments, and site visits. Accept requests for work required for the proper maintenance of service, appliances, meters, etc., and explain Company procedures and, where possible, quote probable costs.
• Lead Generation & Sales Support by capturing and qualifying leads for field technicians and district teams.
• Document customer needs and service opportunities in customer systems and accurately document all customer interactions and outcomes.
• Answer customer inquiries by conducting outbound follow ups on open estimates or pending decisions, supporting marketing campaigns by managing campaign specific call volume.
• Track and record lead sources for reporting and performance analysis on Competitive Services.
• Interview customers concerning competitive services including but not limited to: Follow up orders by consulting with department responsible for completion of work to obtain or relay additional information (e.g., field technicians, schedulers, and dispatch as needed to coordinate service, etc.).

Job Qualifications

• Must meet the Company’s general requirements, and in addition:
• Must have a minimum of a high school education or GED.
• Must have the ability to handle routine and more complex customer contacts in a pleasant and courteous manner.
• Must be generally familiar with the territory served by the Company.
• Must be generally familiar with codes and rates and their applications and have a specific knowledge of the more commonly used rates.
• Must be generally familiar with the more commonly used electric and gas Appliances, and more commonly used rates their applications.
• Must be generally familiar with calls related to billing, outages, emergencies, or other utility matters, to connect to the right department.
• Must be generally familiar with scheduling, dispatch and matrix.
• Must be able to understand, transmit, and apply oral and written instructions.
• Must have active listening skills and the ability to de-escalate/conflict resolution.
• Should have a knowledge of governmental regulations related to credit work and regulatory and internal compliance requirements.
• Must have general knowledge of the Customer Operations organization, of departmental functions, and of procedures within the department incident to assigned work.
• Should have good computer skills.
• Must satisfactorily pass designated tests (see letter dated May 1, 2002, entitled Pre-Selection Testing).
• Compliance with the Department of Energy's regulation 10 CFR 810 is required.

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 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, you should be aware that during emergency 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.
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 Long Island (PSEGLI) employee and offered an opportunity with PSEG or any of its subsidiaries other than PSEGLI, you will be treated as a new hire. Please note that as a new hire to PSEG, your benefits will change and generally will be consistent with other similarly situated PSEG new hires. Similarly, for PSEG employees who accept job opportunities with PSEGLI, your benefits will change and generally be consistent with other similarly situated new hires of PSEGLI.

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.
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 [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

Nearest Major Market: Newark
Nearest Secondary Market: New York City
Job Segment: Customer Service Representative, Compliance, HVAC, Law, Consulting, Customer Service, Legal, Operations, Technology