General Unit Description: The Board of Public Utilities Division of Customer Assistance handles verbal and written disputes, in-person interviews and information inquiries. Customers may contact the Division with complaints regarding service delays, lack of service, appliance repairs, discontinuance of service, payment arrangements, high bills, deposit requests, and incurred rates/high rates. Emergency assistance is also available for gas leaks, fallen wires and water main breaks. The Division is comprised of two Bureaus: The Bureau of Customer Relations which has two Units the Call Center and the Research & Analysis Unit; and the Bureau of Investigations.
What you will do:
o Review and become familiar with the New Jersey Administrative Code Chapter 3 which contains the regulations the Division utilizes in handling our customer service responsibilities.
o Assist the Call Center in processing customer inquiries and complaints via email and/or telephone from intake to resolution interacting with representatives of the utilities, third- party suppliers, Board Staff and other governmental agencies.
o Assist the Investigations Unit with written inquires and complaints pertaining to the utilities and third party suppliers; learn valuable team work and communication skills as you interact with customers, utilities and Board Staff.
o Assist the Research & Analysis Unit on Special Projects like utility customer issues caused or worsened by the COVID-19 pandemic, including inability to pay utility bills. You will rotate between special working groups to gain exposure and knowledge of the various projects being headed (researching/creating solutions for payment plans,
outreach for COVID relief, data collection and rates). As part of these working groups there will be interaction with the utilities and other community agencies to collect and analyze collection, education and outreach data. Also assist with research & compiling statistical data for billing disputes & special dockets.
What you will learn:
o The procedures and guidelines involved in working in a complaint call Center environment.
o Familiarity with the processes and procedures of the Board’s Division of Customer Assistance in adjudicating informal and formal complaints as a state regulatory agency.
o Valuable research, analysis and investigative writing skills working in the Investigations and Enforcement Unit.
o Insight into issues that impact the Board’s statutory and regulatory obligations under the New Jersey Administrative Code Chapter 3.
o The range of New Jersey’s energy assistance programs and be on the ground floor of developing, revising and implementing these programs.
What we’d like to see:
o Strong customer service interpersonal skills.
o Strong writing and computer skills.
o Strong sense of teamwork.
o Strong speaking voice and ability to interact with customers.
o Strong sense of accountability and tenacity and ability to work independently.
Education/Experience: Recent graduates or current students with at least 2-3 years of college experience in business management and/or sociology or accounting from an accredited college or university. Call Center or customer service interaction is a plus.
Note: We invite members of all diverse communities to join our workforce as we endeavor to best serve New Jerseyans from every background. We believe that by welcoming differences, encouraging new ideas and views, listening to and learning from each other, and providing opportunities for professional enrichment we are better able to serve those around us.