Director Customer Contact
Share
Job Location:
Newark, DE - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Job Number:7216
External Description:
Director Customer Contact
Date:Oct 3 2025
Location:Newark NJ US
Company:PSEG
Requisition:82738
PSEG Company:Public Service Electric & Gas Co.
Salary Range:$ 157000 - $ 257600
Work Location Category:Hybrid Flexible
Were one of the countrys largest energy companies with a vision of powering a future where people use less energy and its cleaner safer and delivered more reliably than ever. Were also deeply connected to the communities we serve with more than 13000 employees working together to support our customers and make a difference every day.
Here youll have the stability and exciting opportunities that come with being a Fortune 500 company along with a supportive friendly work environment where your contributions are valued.
We know life isnt one-size-fits-all and neither is work. Thats why we offer flexible work options depending on the role.
In support of this model roles have been categorized into one of three work location categories:
1. Onsite roles where employees are expected to be onsite daily.
2. Hybrid fixed roles that are a mix of remote work and onsite work fixed days each week
3. Hybrid flexible roles that are a mix of remote work and onsite work but the onsite requirements have greater flexibility. (i.e. 5-8 days a month vs. set days each week).
As an employee if you are regularly scheduled to work 20 or more hours per week you will have access to a wide range of comprehensive benefits from day one designed to support your total well-being: medical dental vision parental leave and family leave programs behavioral health programs 401(k) with company match life insurance tuition reimbursement and generous paid time off.
More than 13000 people already call PSEG their work home taking pride in providing safe reliable service to millions of customers. If youre looking for a place where you can build a meaningful career and help power and support our communities wed love to welcome you to the team.
PSEG is not offering visa sponsorship for this position.
Job Summary
Lead and direct the management and implementation of short- and long-term initiatives and projects designed to assure the highest levels of customer service maximize profitability and achieve reliability safety performance and customer service goals. Directs the strategy resources and activities for a 24/7 multi-site call center operation which includes approximately 480 associates (Union and Mast) PSE&Gs 16 Customer Service Centers with over 100 union and management associates as well as the workforce management organization. Build and maintain relationship with the Union inclusive of meeting and collaborating with Local 601 Union Leadership. $58 million dollar O&M budget. Develop and sustain a culture that fosters high performance while promoting a safe motivated productive and diverse workforce. This position reports directly to the Senior Director Customer Care.
Job Responsibilities
- Lead direct and monitor operations for 24/7 multi-site call center operations for approximately 480 associates; Manage 2 call center locations that support 2.6M call center inquiries and 200k emails annually (billing and payment inquiries customer relations clean energy future program information/lead development WorryFree promotion enrollment in-bound collections etc.).
- Responsible for workforce planning forecasts and scheduling to meet the increasing expectation level of customers.
- Lead and direct strategy resources and activities for 16 customer service centers across the state of NJ servicing over 2 million walk-in-customer transactions that includes collection of over $175 million is cash payments; Ensure service centers are well equipped to provide consultancy support to PSE&G customers as well as transactional support for payments documentation move in process name changes and other needs of PSE&Gs 2.7 million unique customers that include 1.5 million combination Electric and Gas service customers 805000 single service Electric and 374000 single service Gas customers.
- Provide organizational leadership creating a workplace that is conducive to positive behaviors and supportive of diversity and inclusion.
- Create and implement a high-performance culture focused on customer satisfaction employee engagement a positive team environment.
- Develop empower and mentor next level leaders to enable a workforce that allows PSE&G continuous improvement grow and support the needs of its customers.
- Build and maintain relationship with Union. Meet and negotiate with the Union Executive council.
- Responsible for overall financials and internal controls for Customer Contact. Develop and oversee a $58 million dollar O&M budget; Assure adherence to the plan and balance cost containment with customer satisfaction operational excellence employee satisfaction and the overall business objectives.
- Ensure team meets/exceeds operational metrics inclusive of key performance indicators that are on the Utility/Customer Care Scorecards (i.e. Transaction Satisfaction Survey JD Power Average Speed of Answer) and are also required by and reported quarterly to the Board of Public Utilities (i.e. Average Speed of Answer Abandoned Call Rate Speed of Customer Call Response.
- Develop and sustain a culture that fosters high performance.
- Provide leadership in promoting a safe motivated productive and diverse workforce.
- Provide timely and accurate feedback regarding performance and operations.
Job Specific Qualifications
- Bachelors Degree
- 10 years of Customer Operations or related experience.
- Demonstrated leadership skills with the ability to motivate and drive results.
- Demonstrated understanding of Regulations
- Strong communicator with all levels of Management and with key external contacts.
- Strong leadership communication and demonstrated teamwork skills.
- Knowledge of the collective bargaining agreement and related procedures policies and processes.
- Demonstrated ability to plan and organize all operational activities including the budget forecasting and scheduling
- Ability to develop organizational talent motivate employees promote safety and manage performance for a large population of associates
- Lead guide and encourage a culture in order to build consensus and establish trust.
- Compliance with the Department of Energys regulation 10 CFR 810 is required.
Desired:
- Advanced degree.
- High Level Management experience.
- 10 years of operational experience.
- Call Center experience.
Job Number:82738
Community / Marketing Title:Director Customer Contact
LocationformattedLocationLong:Newark New Jersey US
Required Experience:
Director
Key Skills
- Fundraising
- Management Experience
- Coaching
- Analysis Skills
- Strategic Planning
- Team Management
- Budgeting
- Leadership Experience
- Mentoring
- Public Speaking
- negotiation
- Supervising Experience
About Company
Public Service Enterprise Group Inc. (PSEG) is a diversified energy company headquartered in Newark, N.J. Established in 1903, the company has long had a key role in fueling New Jersey's economy and supporting the state's quality of life. Public Service Electric and Gas Co. (PSE&G) i ... View more
