Sr Customer Operations Supervisor, Revenue Integrity (Melville, NY, US) - 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.