Customer Relations Consultant

nto one of three work location categories:

1. Onsite - roles where employees are expected to be onsite daily.
2. Hybrid fixed - roles that are a mix of remote work and onsite work fixed days each week
3. Hybrid flexible - roles that are a mix of remote work and onsite work, but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week).

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.

Job Summary

Position has ownership of the customer complaint process for Customer Operations-related inquiries. Serve as primary customer contact for telephone and written executive and BPU inquires related to Customer Operations. Directly interface with customers/clients to resolve issues.

Job Responsibilities

• Conduct root-cause analysis of customer inquiries. Provide monthly reports to the Delivery business which includes analysis of inquiries, on-time performance and trends.

• Maximize the operation ability to use customer inquiries as a learning opportunity and partner with Customer Operations leaders to recommend corrective actions and process improvements.

• Provide guidance to field supervision regarding resolution of customer issues.

• Direct and coordinate Company responses to extremely complicated or higher profile customer related issues directed from the BPU or Company executives.

• Provide on-going support to Media Relations and Governmental Affairs.

• Maintain and apply working knowledge of PSEG Standards for Business Controls and meet management expectations for effective internal business controls.

Job Specific Qualifications

• Bachelor's degree with 5 years of relevant experience.

• In lieu of a degree, 6 years of relevant experience

• Demonstrated customer relations experience.

• Excellent communication, problem solving, and negotiation skills. Working knowledge of electric & gas tariffs and New Jersey Administrative Code. Proficiency in CICS and Microsoft Office products, including Excel.

• Department of Energy's regulation 10 CFR 810 is required.

Desired

• Highly proficient in handling customer accounts, especially in relation to Billing and Collection matters.

• Demonstrated experience using data to identify and drive operational improvements.

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