Requisition : 76958

　　PSEG Company: Public Service Electric & Gas Co.

　　Salary Range : $ 63,500 - $ 100,500

　　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.

　　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

　　Improve the customer experience for those customers who interact with us via social media through direct interaction with the public. Provide customer service on a full range of utility-related issues. Handle sensitive and escalated issues, and coordinate response and resolution with associates throughout the utility as needed. Support our understanding of customer behavior on digital channels through reporting and advanced analytics. Use website optimization techniques such as personalization and A/B testing. Contribute to the creation of content and alternate designs necessary to permit A/B testing and personalization. Shifts may vary to ensure evening and weekend coverage.

　　Job Responsibilities

　　With guidance, interact with customers via social media, including Facebook and Twitter, providing information and resolving service needs according to established practices and guidelines

　　Perform routine social media tagging, user management, and conversation management tasks

　　Run daily, weekly, and monthly reports for both social media and other digital channels and products (such as website, digital assistants, Salesforce, and mobile app) and communicate findings

　　Assist digital product teams test system changes, particularly with regard to the analytics associated with each product

　　Propose and collaborate on the creation of content for digital products, subject to review and approval

　　Execute simple optimization techniques

　　Job Specific Qualifications

　　Required

　　Bachelor’s Degree in Business, Marketing, Research, Communications, Social Media, or related field, or commensurate experience

　　2+ years’ experience in customer service or analytics, and experience using social media platforms

　　Strong customer advocate and able to rally others to resolve service needs able to compassionately and diplomatically handle sensitive issues. Uses good judgement in escalating concerns appropriately

　　Solid knowledge of utility business processes as well as Salesforce/CRM platforms

　　Superior written and verbal communication skills

　　Ability to manage competing priorities and respond with urgency in a time-sensitive role

　　Highly collaborative, able to work across business units to achieve desired outcomes

　　Monitor social media channels for customer needs and brand concerns

　　With guidance, interact with customers via social media, including Facebook and Twitter, providing information and resolving service needs according to established practices and guidelines

　　Use Salesforce and SAP CRM to act on a customer’s behalf and update account records

　　Work closely with Customer Contact, Customer Relations, and management in utility operating groups as needed to resolve service needs and complaints

　　Work closely with Corporate Communications on issues and concerns that extend beyond the service needs of an individual customer

　　Perform routine social media tagging, user management, and conversation management tasks

　　Provide first line of support for social media response during storms and other major events

　　Run daily, weekly, and monthly reports for both social media and other digital channels and products (such as website, digital assistants, Salesforce, and mobile app) and communicate findings

　　Execute simple digital optimization techniques

　　Testing new website tagging and maintaining tagging documentation for Google Analytics and Sitecore Analytics

　　Assist digital product teams test system changes, particularly with regard to the analytics associated with each product

　　Propose and collaborate on the creation of content for digital products, subject to review and approval

　　Desired

　　Prior experience running reports using common tools such as Excel, Tableau, or AccessMinimum Years of Experience

　　2 years of experience

　　Education

　　Bachelor in Business or Marketing

　　Bachelors in Market Research or Communications

　　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 (https://sharepoint.pseg.com/Pages/Home.aspx) by clicking on the emPower icon, then selecting careers. This site (PSEG Careers and Job Openings (https://corporate.pseg.com/careers) ) 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 [email protected].

　　If you need to request a reasonable accommodation to perform the essential functions of the job, email [email protected] . 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 (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf)

　　Pay Transparency Nondiscrimination Provision

　　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.