About Us South Jersey Gas is a natural gas utility company that delivers safe, reliable, affordable clean energy to over 400,000 residential, commercial, and industrial customers in Atlantic, Cape May, Cumberland, Salem, and portions of Gloucester, Burlington, and Camden counties in New Jersey. At our core, we are dedicated to being a committed community partner, providing exceptional customer service and developing innovative clean energy solutions to meet the needs of the future. At South Jersey Gas, we believe that our employees are our most valuable asset. Whether you're a seasoned operations technician or an early-career legal professional, our culture, inclusive workforce, and leadership development and training programs will provide you with the tools you need to either kickstart your career or bring it to new heights. Position Summary A career in our Customer Experience (CX) department allows for the opportunity to provide the best customer service related to billing inquiries, credit and collection, service requests (usually related to gas turn-ons), suggestions and/or complaints, customer verification, and social media interactions. This means ensuring that good customer relations are maintained, and customer claims and complaints are resolved fairly, effectively, and in a timely manner in accordance with the consumer laws, particularly within the call centers and at customer service walk-in centers. This department is also responsible for tracking BPU complaints and other mandated customer experience metrics. The CX department also provides information on programs available for energy assistance, as well as monitoring energy assistance to those who qualify. The Customer Service Manager is responsible for providing leadership-style management and overseeing the execution of day-to-day operations by the Supervisors, Team Leads, Workforce Analytics Coordinator and Customer Service Agents/Row Captains within the CX department. This encompasses employee talent development, O&M budget management, work management, and providing guidance while ensuring that safety is the number one priority in a hybrid and in-office work environment. Additionally, being collaborative with all SJI stakeholders (including but not limited to Customer Experience, Operations, Shared Services, IT, Regulatory, Sales, Finance and Vendors) is required to drive standardization, best practices, and ensure alignment with company's goals to drive the business forward. Note - this person may be needed outside of normal business hours to support the operating hours for both payment and call center. Essential Functions - * Exhibit thoughtful leadership qualities that enhances employee engagement through a growth mindset and demonstrates a positive work environment to ensure the team feels valued and supported. * Manage and problem solve all aspects of the Contact Centers (Call Center, Walk-In/Payment Centers, and workforce teams), reviewing, evaluating, and handling manager level escalations for the appropriate resolution for customer and company. * Monitor and evaluate established work goals and key performance indicators to achieve maximum performance and offer viable solutions when needed, presenting metrics at leadership meetings, and offering recommendations on solving matters to meet the Company's goals. * Effectively engage with the team to help them accomplishing their individual work performance goals and collaborate with peers and leaders to ensure alignment with the Company's goals. * Continued evaluation and recommendations of systems improvements and processes. * Monitor staffing levels for optimal performance and make recommendations and execute on those recommendations for successful resolution, when needed. * Effectively collaborate with HR Talent Attraction team and Supervisors to identify, hire, and retain good talent to decrease employee attrition. * Adhere to Company's policies and procedures to provide guidance to the team for compliance (ex. audits and quality reviews) and ensure all internal controls are met. * Maintain compliance with applicable federal, state, and local laws, as well as commission rules, tariffs, and administrative codes. * Partner with Local/Labor Unions to create a strong and open two-way communication to solve for concerns that may arise with the team. * Effectively manage contracts for the call center and walk-in/payment centers. * Provide guidance and support for the talent development of team. * Review, evaluate and handle contact center rate case requests and any other related discovery regulatory proceedings. * Review and evaluate audit controls to reduce risk for the company. * Collaborate with Customer Operations Lead on projects to ensure areas of focus have a successful solution. * Performs other duties as assigned. Qualifications Required Background: * Bachelor's degree with a minimum of 7 years of relevant experience, or; * Master's degree with 4 years of relevant experience. * In addition, a minimum of 1 year of leadership experience. * Equivalent work experience may be considered in lieu of degree. Preferred Background: * BA/BS degree in business, engineering, economics, finance, technology, accounting Required Skills: * Experience in customer service, including demonstrating a great customer experience life cycle interaction, proven interpersonal communication skills that are adaptable, and affectively listening to and understanding information and ideas presented by our stakeholders. * Experience in the utility sector * Knowledgeable and skillful about company software systems (includes but not limited to Workday, Customer Care and Billing (CCB) and Omni Channel Customer Contact System (RingCentral)) * Knowledgeable and skillful about Microsoft Office Suite * Excel, Word, OneNote, Teams, PowerBI & Power Point * SJI SharePoint Sites * Ability to multi-task and handle pressure in a high volume, fast paced work environment. * Strong written and verbal communication, analytical and problem-solving skills. * Must foster an inclusive work environment, value all aspects of diversity, and promote a positive team environment. * Demonstrate(d) commitment to being innovative, accountable, and reliable. * Ability to apply company policies, federal and state laws to departmental operations and employees. * Engage employees to ensure they adhere to company's policy and best practices, consulting with HR to further discuss performance matters when needed. * Understand the IT and system applications used by the department to ensure work performance is being achieved to meet the Company's goals. * Ability to perform budget variance analysis and conduct presentations to leadership that provide progress reports and recommendations on solving matters to meet the Company's goals. * Interpret call center data and statistics as a tool to solve for complex operational issues and implement best practices. * Proven exhibiting of time management skills that maximizes available time to its highest purpose while achieving the Company's objectives. * Ability to identify trends, provide process improvement solutions and implement to efficiency. Explore the Possibilities South Jersey Industries employs a diverse range of talent - from construction contractors to environmental specialists. Regardless of the position, mentoring and networking, hands-on experience, gaining industry knowledge and the opportunity to make a meaningful impact on our business and in our communities are all exciting ways that we welcome our employees at SJI. And as a company committed to creating an engaging culture built on inclusion and diversity, you're sure to find an opportunity that makes you feel included, empowered, and ready to "bring your whole self to work" every day. Benefits Package Overview SJI offers a competitive and comprehensive benefits package to eligible employees. The SJI "Total Rewards" Benefits Package include: * Flexible vacation, Paid Time Off, and Sick Leave package * Comprehensive Health, Dental, and Vision Insurance * Short-term and Long-term Disability Insurance * 401(k), with generous company match * Employee Resource Groups to encourage employee engagement, nurture professional development, and foster an inclusive environment. Equal Opportunity/Affirmative Action Employer At this time, SJI is only considering applicants authorized to work in the United States currently and in the future without the need for visa sponsorship.