Social Care & Analytic Coordinator

Requisition: 76958
PSEG Company: Public Service Electric & Gas Co.
Salary Range: $ 63,500 - $ 100,500
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
Improve the customer experience for those customers who interact with us via social media through direct interaction with the public. Provide customer service on a full range of utility-related issues. Handle sensitive and escalated issues, and coordinate response and resolution with associates throughout the utility as needed. Support our understanding of customer behavior on digital channels through reporting and advanced analytics. Use website optimization techniques such as personalization and A/B testing. Contribute to the creation of content and alternate designs necessary to permit A/B testing and personalization. Shifts may vary to ensure evening and weekend coverage.
Job Responsibilities

• With guidance, interact with customers via social media, including Facebook and Twitter, providing information and resolving service needs according to established practices and guidelines
• Perform routine social media tagging, user management, and conversation management tasks
• Run daily, weekly, and monthly reports for both social media and other digital channels and products (such as website, digital assistants, Salesforce, and mobile app) and communicate findings
• Assist digital product teams test system changes, particularly with regard to the analytics associated with each product
• Propose and collaborate on the creation of content for digital products, subject to review and approval
• Execute simple optimization techniques

Job Specific Qualifications
Required

• Bachelor's Degree in Business, Marketing, Research, Communications, Social Media, or related field, or commensurate experience
• 2+ years' experience in customer service or analytics, and experience using social media platforms
• Strong customer advocate and able to rally others to resolve service needs able to compassionately and diplomatically handle sensitive issues. Uses good judgement in escalating concerns appropriately
• Solid knowledge of utility business processes as well as Salesforce/CRM platforms
• Superior written and verbal communication skills
• Ability to manage competing priorities and respond with urgency in a time-sensitive role
• Highly collaborative, able to work across business units to achieve desired outcomes
• Monitor social media channels for customer needs and brand concerns
• With guidance, interact with customers via social media, including Facebook and Twitter, providing information and resolving service needs according to established practices and guidelines
• Use Salesforce and SAP CRM to act on a customer's behalf and update account records
• Work closely with Customer Contact, Customer Relations, and management in utility operating groups as needed to resolve service needs and complaints
• Work closely with Corporate Communications on issues and concerns that extend beyond the service needs of an individual customer
• Perform routine social media tagging, user management, and conversation management tasks
• Provide first line of support for social media response during storms and other major events
• Run daily, weekly, and monthly reports for both social media and other digital channels and products (such as website, digital assistants, Salesforce, and mobile app) and communicate findings
• Execute simple digital optimization techniques
• Testing new website tagging and maintaining tagging documentation for Google Analytics and Sitecore Analytics
• Assist digital product teams test system changes, particularly with regard to the analytics associated with each product
• Propose and collaborate on the creation of content for digital products, subject to review and approval

Desired

• Prior experience running reports using common tools such as Excel, Tableau, or Access

Minimum Years of Experience
2 years of experience
Education
Bachelor in Business or Marketing
Bachelors in Market Research or Communications
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.
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.
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. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. 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 such a positive result.
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. This site (PSEG Careers and Job Openings) is strictly for candidates who are not currently PSEG employees, with the exception of PSEG employees who do not have company email addresses.
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.
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