Address
Form of workRequisition: 75806
PSEG Company: PSEG Long Island
Salary Range: $ 62,700 - $ 100,100
Incentive: PIP 5%
Work Location Category: Hybrid
PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.
PSEG offers a unique experience to our more than 12,000 employees - we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.
Job Summary
Work closely with Electric Transmission & Distribution as well as Customer Departments to determine and provide long/short term operational and performance improvement enhancements directed at improving our Customer Satisfaction Index.
Analyze data to assess Customer Satisfaction and improve local procedures and policies.
Report customer contact evaluation results and recommendations to upper management.
Provide structure to Quality Assurance expectations by conducting meetings and training sessions with Supervisors and Staff from multiple departments throughout the company.
Job Responsibilities
Job Specific Qualifications
Required
Desired
Minimum Years of Experience
2 years of experience
Education
Bachelors
Certifications
None Noted
Disclaimer
Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.
Candidates must foster an inclusive work environment and respect all aspects of diversity. Successful candidates must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices.
As an employee of PSE&G or PSEG LI, 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.
Certain positions at the Company may require you to have access to 10 CFR Part 810 controlled information. If the position does require access to this information, the Talent Acquisition representative will provide further details upon making an offer.
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.
Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.
This site (http://www.pseg.com) is strictly for candidates who are not currently PSEG employees.
PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers.
PEOPLE WITH DISABILITIES:
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 accommodations@pseg.com. If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. 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/AA INFORMATION (Click link below)
Know your Rights: Workplace Discrimination is Illegal
Pay Transparency Nondiscrimination Provision
PSEG Company: PSEG Long Island
Salary Range: $ 62,700 - $ 100,100
Incentive: PIP 5%
Work Location Category: Hybrid
PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.
PSEG offers a unique experience to our more than 12,000 employees - we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.
Job Summary
Work closely with Electric Transmission & Distribution as well as Customer Departments to determine and provide long/short term operational and performance improvement enhancements directed at improving our Customer Satisfaction Index.
Analyze data to assess Customer Satisfaction and improve local procedures and policies.
Report customer contact evaluation results and recommendations to upper management.
Provide structure to Quality Assurance expectations by conducting meetings and training sessions with Supervisors and Staff from multiple departments throughout the company.
Job Responsibilities
- Participate on cross-functional teams to develop, pilot, and implement process improvements in various areas of T&D.
- Perform in leadership roles within cross-functional teams to develop, pilot, and implement process improvements in various areas of T&D. Senior/Lead Analyst will lead more complex process teams and will propose new initiatives.
- Implement Quality Assurance programs within selected areas of T&D. This includes review of performance of selected work units and/or workforce with managers and supervisors.
- Implement Quality Assurance programs within selected areas of T&D. This includes review of performance of selected work units and/or workforce with managers and supervisors.
- Senior/Lead Analyst will have more of a lead role in proposing and developing new and more complex Quality Assurance procedures.
- Analyze all Transmission & Distribution (T&D) related Department of Public Service (DPS) as well as Executive Level complaints to provide insight of issues regarding the customers concern. This involves use of our Outage Management System (OMS, SAP and CAS) systems to review work provided as well as outage history for the customer. It also requires detailed review of pending electric as well as tree trim planned work for the near future. The Senior/Lead roles are expected to have advanced skills in the OMS system.
- Develop/maintain databases to track/report on Design, Construction and Customer Outreach initiatives to ensure process improvements are implemented and proactive customer communications are followed. Maintain Individual and Team Scorecards that track progress of performance efforts. The Senior/Lead positions will develop new databases.
- Speak with customers via e-mail, phone and in- person when conditions warrant such to help resolve localized issues and customer specific concerns.
- Develop and deliver a variety of training initiatives geared toward improving our overall JD Power customer satisfaction, first call resolution and closing the loop internally as well as externally with our customers This includes refresher training for CAC Reps and Field Forces.
- During storm conditions, large and smaller localized events, reporting as a Console Information Coordinator (CIC) during restoration for sensitive customers typically handled by Major Accounts, External Affairs and Life Support Equipment customers as well as Executive requests to help expedite/prioritize restoration efforts.
Job Specific Qualifications
Required
- A Bachelor's Degree plus a minimum of two years of electric operations or customer service experience. In lieu of a degree, seven years of electric operations or customer service experience will be considered.
- Demonstrated experience with cross-functional teams and/or process improvement initiatives.
- Proficient in MS Office (Word, Excel, PowerPoint)
- Strong public speaking and presentation skills
- Demonstrated time management and project management skills
- Demonstrated communication (both written and verbal), interpersonal and customer resolution skills
- Familiarity with interdepartmental interfaces and ability to ensure that strong working relationships are cultivated and maintained
- Ability to develop and deliver informative and effective presentations
- Demonstrated critical thinking and strategic planning.
Desired
- Advanced degree desirable.
- Supervisory experience desirable.
Minimum Years of Experience
2 years of experience
Education
Bachelors
Certifications
None Noted
Disclaimer
Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.
Candidates must foster an inclusive work environment and respect all aspects of diversity. Successful candidates must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices.
As an employee of PSE&G or PSEG LI, 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.
Certain positions at the Company may require you to have access to 10 CFR Part 810 controlled information. If the position does require access to this information, the Talent Acquisition representative will provide further details upon making an offer.
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.
Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.
This site (http://www.pseg.com) is strictly for candidates who are not currently PSEG employees.
PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers.
PEOPLE WITH DISABILITIES:
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 accommodations@pseg.com. If you need to request a reasonable accommodation to perform the essential functions of the job, email accommodations@pseg.com. 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/AA INFORMATION (Click link below)
Know your Rights: Workplace Discrimination is Illegal
Pay Transparency Nondiscrimination Provision
