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Company Name : PSEG
Location : Newark, NJ 07101
Position : F308 Service Representative
Job Description : Requisition ID: 69944
Job Function/Category: Customer Services
Employment Type: Non-exempt Full Time
This is an exciting time to be joining PSEG. Our commitments, which include safety, integrity, customer focus, and diversity & inclusion, are the fabric of our culture and help drive the success of our business. We are fortunate to have an outstanding workforce of diverse and highly skilled talent who move us forward in our operational excellence journey. PSEG has more than 12,000 employees who are dedicated to the communities we serve and embody our vision: People providing Safe, Reliable, Economic and Greener Energy.
Consistent with our core commitment of safety, PSEG has made the decision to require all new hires to be fully COVID-19 vaccinated as a condition of hire employment. “Full vaccination” is defined as two weeks after both doses of a two-dose vaccine or two weeks since a single-dose vaccine has been administered. Anyone unable to be vaccinated, either because of a sincerely held religious belief or a disability can request a reasonable accommodation.
Union Local
UWUA Local 601
Summary
Performs work in the Customer Service Call Center associated with the proper interviewing or handling applications of customers, by telephone, mail, concerning requests for electric and gas service or its discontinuance, on problems arising from the use of such service, on collection and meter reading matters and explaining other related miscellaneous Company practices and procedures incidental to the handling of customer inquiries.
Job Duties & Responsibilities
1. Accept applications from customers for electric and gas service or its discontinuance, determine routine deposit requirements and make referral of unusual cases, explain Company procedures related to such applications, including inspection procedure, deposit requirements, explanation of applicable rates, etc.
2. Accept requests for work required for the proper maintenance of service, appliances, meters, etc., and explain Company procedures and, where possible, quote probable costs.
3. Answer customer billing inquiries, accept requests for duplicate bills, explain or arrange for explanation of rate applications, and method of reading meters, etc.
4. Perform the required work in connection with initiating refunds at the request of customers.
5. Answer customer inquiries on collection problems, such as making or extending payment arrangements, determining responsibility for charges, authorizing reconnection of service, etc., within limits of prescribed procedure.
6. Answer customer inquiries on meter reading matters, such as explaining the reason that a meter was not read or billed, arranging for meter reading access, accepting customer supplied meter readings, etc., within limits of prescribed procedure.
7. Follow up orders by consulting with department responsible for completion of work to obtain or relay additional information.
8. Prepare or generate emergency service orders such as gas leak, wire down, no power, etc.
9. Prepare or generate all orders, reports, etc., necessary in connection with assigned work, such as active order, inactive order, change/investigate meter order, set meter order, remove meter order, gas investigation order, gas emergency order, electric trouble and investigation order, medical emergency order, investigation of bill, sales adjustments, customers’ deposit receipts, payment receipt records, correct or add customer data such as mailing or service address, calculate, establish or remove budgets or degree day factors, etc.
10. Compile and assemble data necessary for preparation of letters concerning service or billing problems.
11. Assist in work of other departments, as required and assigned.
12. Assist employees of a higher classification, under close supervision, as assigned.
13. Perform other similar or less skilled related Center work, as assigned.
14. Handle Web Support Inquiries.
15. Assist both Residential and Commercial Customers.
Years of Experience
2 years of experience
Job Qualifications
Must meet the Company’s general requirements, and in addition:
1. Must possess a high school diploma or GED.
2. Must have a minimum of two years’ Customer Operations experience.
3. Must be able to work from home and/or office.
4. Must have exceptional poise and tact, as indicated by the ability to handle routine and more complex customer contacts in a pleasant and courteous manner and demonstrate a high level of ownership in resolving customer inquiries.
5. Must possess excellent communication and telephone skills, strong typing skills along with the knowledge of computers.
6. Must have flexible availability and must be available for storm duty.
7. Must be able to work various shifts to cover PSE&G 24/7 Call Center Operation.
8. Must be neat and accurate in work as indicated by the ability to compile data and to prepare orders, forms, and statements which are used without independent check.
9. Must be able to understand, transmit, and apply oral and written instructions.
10. Must satisfactorily pass designated tests.
11. Must be available to work required overtime when assigned by Company.
12. Must satisfactorily pass designated tests.
Desired
1. Call Center experience
2. SAP CRM experience
3. Salesforce experience
4. General Utility Industry knowledge
5. Bachelor’s degree or equivalent experience
General Information
Required to be a member in good standing of the UWUAInitiation fee and Weekly Dues (applies to applicants who are not currently members of UWUA, Local 601)
Education
High School
As an employee of PSE&G or PSEG Long Island, 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.
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 the mypseg homepage by clicking on the employee center tab, then under the empower header, choose careers.
Business needs may cause PSEG to cancel or delay filling position at any time during the selection process.
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.
Public Service Enterprise Group (PSEG) is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legal protected characteristic. Legally protected characteristics included, 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.
Need to request an accommodation?
If you have a disability and need assistance submitting your resume, applying for a position or registering for a test, please call 973-430-3845. 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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