Job Details

Customer Relations Coordinator/ Customer Relations Consultant

Company name
Public Service Enterprise Group Incorporated.

Location
Cranford, NJ

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Requisition ID: 44081

Job Function/Category: 55600

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

The Customer Relations Coordinator/Customer Relations Consultant is the primary point-of-contact in resolving escalated telephone and written customer inquiries directed to the Board of Public Utilities (BPU), company executives, external agencies such as the Better Business Bureau, governmental agencies, the media as well as other channels. The Coordinator/Consultant is responsible for working with the various lines of business to gather the necessary information to ensure resolution from the perspective of the customer, the company and the BPU as appropriate. The positon is also responsible for identifying root causes of the inquiries and making improvement recommendations to prevent recurrence.

Responsibilities at the Customer Relations Coordinator level:

Investigate customer inquiries from Board of Public Utilities(BPU), outside agencies and directly into Customer Relations; document what occurred in SAP, i-Sight and the BPU system; Work with the lines of business and BPU to assure appropriate resolution in a timely manner and in adherence to all company guidelines and policies; Provide guidance to lines of business regarding appropriate resolution.

Directly interface and negotiate with customers to resolve issues including sending written letters/documentation as needed.

Handle incoming calls from customers who are escalating their concerns.

Conduct root-cause analysis of customer inquiries; determine responsibilities and accountabilities; recommend corrective actions and process improvements to prevent recurrence.

Responbilities at the Customer Relations Consulant Level:

Investigate more complicated, higher profile, customer inquiries received from channels above plus those directed to company executives; Work with the lines of business to assure appropriate resolution in a timely manner and in adherence to all company guidelines and policies; Develop and send a full written summary to the executives on what occurred including transactional history, resolution, root causes and process improvements.

Directly interface and negotiate with customers to resolve issues including sending written letters/documentation as needed.

Conduct root-cause analysis of customer inquiries; determine responsibilities and accountabilities; recommend corrective actions and process improvements to prevent recurrence.

Provide monthly and ad hoc reports to the lines of business and for scorecard purposes detailing root causes, trends and written analysis.

Handle incoming calls from customers who are escalating their concerns.

Provide backup/cover for the Customer Relations Supervisor by assigning workloads and taking escalated calls.

Requirements at Customer Relations Coordinator Level

Bachelor’s degree or equivalent experience

Minimum 1-3 years of customer service/relations experience

Proficient in Microsoft Office applications – particularly Word and Excel

Proficient in SAP/CRM

Listening and communication (oral and written) skills

Interpersonal, dispute- resolution and negotiation skills

Ability to build and maintain effective partnerships within and across organizations

Working knowledge of electric & gas tariffs and New Jersey Administrative Code

Broad understanding of utility-wide operations and Customer Operations functions

Requirements - at the Consultant level (skills above plus):

Minimum 3-5 years of customer service/relations experience

Analytical skills

Excellent communication, interpersonal and negotiation skills

Desired Qualifications:

Demonstrated knowledge of Gas, Electric and Customer Operations policies and processes

Proficiency in the BPU/I-Sight case-management system

Root cause analysis/process improvement expereince

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

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 hiring decision

Diversity at PSEG: Equal Opportunity Employer

PSEG is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. PSEG's policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by federal, state or local laws, ordinances, or regulations.

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.

PSEG is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

Company info

Public Service Enterprise Group Incorporated.
Website : http://www.pseg.com/

Company Profile
The Public Service Corporation was formed in 1903, by amalgamating more than 400 gas, electric and transportation companies in New Jersey. Thomas McCarter was named the Corporation's first president and held the position until 1939.

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