Business Support Specialist - Customer Operations

Requisition:  82003

PSEG Company:  Public Service Electric & Gas Co.

Salary Range: $ 75,000 - $ 118,700

Work Location Category: Hybrid Fixed

 

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 are roles that have specific onsite requirements and are typically onsite daily.

Hybrid fixed are roles that are a blend of onsite work/in-person interactions with some ability to work remotely and require employees to live within a commutable distance and be onsite fixed days each week.

Hybrid flexible are roles that can be performed remotely but require some level of onsite work/in-person interactions on a regular basis, require employees to live within a commutable distance and, since business needs vary by position and may change over time, managers will set expectations and flexibility regarding where and when work is performed.

Fully remote are roles that can be performed remotely, require employees to live in approved states and will have purpose-driven in-person interactions on occasion.

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, 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 (including vacation, scheduled holidays, and floating holidays).

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

Customer Care Billing Operations is responsible for maintaining customer accounts and ensuring accurate and timely billing of PSE&G’s utility customers. The Billing Analyst team provides support to Billing Operations including all of Billing Operations sub-processes by forecasting workloads, tracking daily systems’ status and employee performance metrics, driving efficiency through process improvements, compiling data analytics, supporting cross-functional initiatives, and assisting with IT Projects.  The work is varied and fast-paced and interfaces across the Customer Care organization. The position, at times, requires travel between multiple company locations (Bordentown, Springfield, and Edison NJ) and the successful candidate must be flexible with their work schedule.

Job Responsibilities

The job responsibilities of this role can be broken into 3 categories: Analytics & Reporting, SOX & Business Controls, and Projects & Process Improvements.
   
Analytics & Reporting
Responsible for providing analytical support to business operations.  This includes preparing and maintaining daily, month-end, quarter-end, and year-end operational and benchmarking reports.  Reviewing, verifying, and maintaining existing reports to prevent data inconsistencies and irregularities.  Supporting development of new reports and dashboards to facilitate Billing Operations with achieving key performance metrics.  Analyzing and interpreting data. Presenting concise and understandable analytics to stakeholders.  Identifying opportunities to automate and enhance existing processes utilizing leadership skills and a strong understanding of the business strategies. Monitoring and maintaining SAP Business Workflow. Analyzing problems and developing solutions to client/customer concerns. Communicating with affected users to ensure knowledge transfer and compliance. Maintaining documentation of standard operating procedures and process documentation. Cross-training and mentoring peers.  Gaining an understanding of process measures and benchmarking.  Monitoring and maintaining EDI Billing an