Job Description

Requisition : 79639

PSEG Company: PSEG Long Island

Salary Range : $ 56,100 - $ 84,200

Incentive : PIP 5%

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

This role involves leveraging social media to proactively monitor and address customer concerns, while also contributing to the company's broader digital strategy and customer experience initiatives. This position is required to identify and resolve issues impacting PSEG Long Island customers through both public and private social media interactions, as well as phone/email if necessary. The Associate Customer Operations Analyst must be able to work in a hybrid remote-office environment. This position may require after hours and weekend coverage. Storm role responsibilities are mandated to be worked in office.

Job Responsibilities

Include but are not limited to:

• Leverage social media response and reporting tools to monitor customer feedback within various social media channels including Facebook, Twitter, Instagram and LinkedIn.
• Will engage in these channels to identify and resolve issues impacting PSEG Long Island customers. Requires strong writing and language skills, paired with a background in customer service and social media engagement.
• Possess great ability to identify potential negative or crisis situations and apply conflict resolution principles to mitigate issues.
• Contact customers via both public and private social media messaging and also via phone or email if necessary, serving as an advocate for PSEG Long Island, the brand and its customers.
• Must be able to establish rapport and trust with customers by showing interest and empathy for their concern
• Help develop and implement PSEG Long Island’s social media strategy and digital presence.
• Work closely with Corporate Communications and Customer Experience organizations to insure unified customer experience across multiple customer contact channels
• Research, evaluate and recommend new sponsored content platforms for brand engagement
• Analyze data to assess customer satisfaction and adjust local procedures.
• Achieve operational excellence and safe work behaviors through leadership, teamwork and effective communication. Recognize and recommend operational improvements
• Demonstrate ability to coordinate and organize activities/projects.
• Interacts with local electric dispatching as needed
• Candidate will be required to complete Customer Representative Training course.

Job Specific Qualifications

Knowledge and Experience Required:

• Bachelor’s degree or Associates degree; in lieu of a degree, a minimum of 4 years of customer service, utility or project management experience.
• Demonstrated strong analytical and problem solving abilities
• Demonstrated strong verbal and written communication and presentation skills
• Demonstrated exceptional writing and editing skills and the ability to adopt the style, tone, and voice of our business' various types of content
• Ability to influence a positive outcome of diverse customer issues
• Must be adaptable and results-oriented
• Must demonstrate a sense of teamwork and initiative
• Must demonstrate experience interacting and solving customer issues in person, phone, and/or social media
• Must be proficient in Word and Excel
• Must have and maintain a valid U. S. driver’s license and a safe driving history

Desired:

• Excellent computer skills, specifically in Microsoft Outlook, Access, Tableau, and PowerPoint
• Demonstrated strength in planning and organization
• Experience working in a cross functional environment

Minimum Years of Experience

Data Needed

Education

Data Needed

Certifications

None Noted

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.

ADDITIONAL EEO/AA INFORMATION (Click link below)

Know your Rights: Workplace Discrimination is Illegal

Pay Transparency Nondiscrimination Provision

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