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Job Summary

The role requires direct supervision of associates in a union environment, with strong emphasis on managing and developing individual performance. Monitor and analyze individual performance on a daily basis, in an effort to achieve established scorecard targets and drive employee performance. Set priorities for the team to ensure effective workload management. Motivate, coach and develop personnel towards high levels of performance, quality and technical competence. With oversight from manager, resolve employee relations/industrial relations matters to ensure consistency across the department and in compliance with policies, procedures and/or business plan. Plan, organize and coordinate a diverse workforce on a short and long basis to ensure work is done safely and efficiently; to maximize operational effectiveness; and to achieve department targets.

Job Responsibilities

The supervisor role resides in the Back Office Billing (BOB) department, and will have the responsibility to lead a team of Bargaining unit representatives and associates. The Back Office Billing supervisor is responsible for ensuring accurate, complete and timely billing of PSEG Long Island customers while complying with SOX controls. The Billing Operations is divided into teams based on their assigned billing sub-processes including the billing and invoicing of Net Metered accounts, Special Investigation cases, Special and Offline billing, Billing exceptions, Work request, AMI change meters, BRS TECO changes, AMI unbilled, Geothermal Rate changes and Pending jobs, etc. All Billing Supervisors have ownership of subset of these billing processes in addition to supervising their team. This mix of supervising such specialized teams and managing intricate billing processes requires strong interpersonal and technical skills. Collaborate with other departments on billing reviews, complaints and process improvements. Act as Billing representative on cross-functional projects with departments such as Call Center, Back Office Collections, Customer Relations, Information Technology, Meter Services, Building and Renovations, Workforce Management, Human Resources, Revenue Reporting, Rates and Pricing, etc. Work with Billing Manager in coordinating storm and other peak workload events within PSEG Long Island.

Responsibilities include:

• Directly responsible for supervising, directing, and supporting staff of Customer Service Representatives in Back Office Billing
• Monitor and analyze individual performance toward achievement of scorecard targets.
• 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 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
• Handle customer issues and appeals related to customer satisfaction, meter reading, payment processing, collection and billing
• Interact with other departments to review operating guidelines and recommend process changes and improvements as required.
• Interact with outside vendors in regards to contract, pricing, software applications, or system enhancements
• .Participate on special projects and tasks forces
• Participate in community outreach activities, meetings and events.
• Maintain staff levels/requirements to best meet customer needs.

Job Specific Qualifications

Required Skills, Knowledge and Experience:

• Bachelor’s degree and a minimum of 5 years customer service or collections experience; in lieu of a degree, a minimum of 10 years of experience in customer service or collections
• Must have a minimum of 3 years of supervisory experience
• Demonstrated leadership skills and ability to assume all aspects of the supervision of bargaining unit employees
• Demonstrated strong verbal and written communication skills
• Demonstrated ability to effectively interact with Management, colleagues and customers
• Demonstrated analytical, decision making and problem solving skills and the ability to work collaboratively with others to resolve complex issues with innovative solutions
• Proficient computer skills, specifically in Microsoft Outlook, Excel, PowerPoint and Word
• Strong MS Office skills
• 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
• Must be willing to be trained as a Lean Six Sigma Green/Black Belt
• Demonstrate individual and team leadership on critical projects or initiatives, driving results and continuous improvement
• Ability to lead, develop and motivate high performing teams

Desired Skills:

• Experience working with union associates and grievance process
• Knowledge of PSEG Long Island Electric Tariffs
• Knowledge of the Collective Bargaining Agreement for Union and experience supervising staff under Collective Bargaining Agreement
• Knowledge of Regulatory and Company policies related to billing and customer accounts as well as meter reading, collections and payment processing procedures
• Working knowledge of electric rates, utility tariffs and regulations
• Lean Six Sigma Green or Black Belt Certification
• Knowledge of JD Power Customer Perception Survey and Process
• Experience in Emergency Response Procedures and Business Continuity
• Experience in Database management or Microsoft Access
• Knowledge of JD Power Customer Perception Survey and Process
• Coding

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.