Sr Customer Operations Supervisor, Revenue Integrity (Melville, NY, US) - PSEG
Melville, NY
About the Job
Requisition: 79943
PSEG Company: PSEG Long Island
Salary Range: $ 88,400 - $ 140,000
Incentive: PIP 10%
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.
We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year.
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
The supervisor role resides within Revenue Integrity department at PSEG Long Island. The supervisor directly oversees a team of bargaining unit employees, managing the day-to-day tasks while ensuring accurate and timely back office review and processing of all casework received.
Job Responsibilities
Job Responsibilities include but are not limited to the followin
• Responsible for supervising, directing and supporting a staff of Customer Service Representatives in Revenue Integrity
• Supervise and lead a diverse workforce through coaching, counseling and teambuilding to effectively, efficiently and safely accomplish job tasks and provide exceptional customer service.
• Monitor and analyze individual task performance toward achievement of scorecard targets.
• Monitor performance of allocated staff including issues relating to sickness, discipline and poor standards of work in order to ensure that work is carried out efficiently and effectively and feedback is given timely.
• Keep employees well informed on processes, procedures and regulations, and monitor for compliance.
• Assist in the development and implementation of programs and/or processes to aid in the detection and determination of revenue loss instances
• Leverage AMI analytics to identify and when possible resolve instances of revenue loss or leakage.
• Properly interpret the company’s tariff, regulations and New York State Laws, as they relate to customers and individual cases.
• Provide guidance and direction over the appropriate course of action to resolve instances of revenue loss
• Interact with other departments to review operating guidelines and recommend process changes or improvements as required.
• Ensure all documentation, physical evidence, photographs, etc. are collected, stored, and maintained properly.
• Responsible for ensuring that all billing corrections are received and processed accurately and in a timely manner.
• Handle customer issues and appeals related, but not limited to, customer satisfaction and Revenue Integrity specific tasks.
• Participate on special projects and tasks forces.
• Participate in community outreach activities, meetings and events.
Job Specific Qualifications
Required Qualifications:
• BA/BS degree preferably in Business and a minimum of 5 years revenue integrity/protection, meter service, customer service, revenue operations experience or other relevant field.
• In lieu of a degree, a minimum of 10 years revenue integrity/protection, meter service, customer service, revenue operations experience or other relevant field.
• Demonstrated leadership skills and ability to assume all aspects of the supervision of bargaining unit employees
• Ability to lead, develop and motivate high performing teams while fostering an inclusive work environment, respecting all aspects of diversity
• Experience with managing various priorities in a dynamic and cross functional environment while adhering to strict deadlines
• Ability to effectively utilize critical thinking skills for troubleshooting and resolution in high pressure situations
• Demonstrated strong verbal and written communication skills
• Demonstrated ability to effectively interact with Management, colleagues and customers
• Proficient computer skills, specifically in Microsoft Excel, Outlook, PowerPoint and Word
• Demonstrated ability to work independently; prioritize work; meet deadlines and targets
• Must possess and maintain a valid US driver’s license and a safe and satisfactory driving history
Desired Qualifications:
• Experience working with union associates and grievance process
• Working knowledge of all types of electric metering, wiring and metering installations
• Demonstrated experience with AMI meter functionality and data interpretation
• Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and revenue integrity/protection or AMI procedures
• Working knowledge of electric rates, utility tariffs and regulations
• Experience in Database management or Microsoft Access
Minimum Years of Experience
Education
Certifications
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 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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