Marsha Doggett

• Learn and apply suite of Call Center applications and utilize analytic tools to monitor and drive performance.
• Set priorities for the team to ensure effective results are obtain when released to the work load.
• Motivate and develop personnel towards high levels of performance, call quality, and technical competence.
• Working knowledge of the Company/Bargaining Unit agreement with UWUA Local.
• Work from home and office as needed in support of customers throughout PSE&G services territory.
• Organize and lead training meetings.
• Provides direct support to electric, gas and customer operating groups during storm events by coordinating communication with critical customers.
• Available to respond to emergent needs 24 hours a day 7 days a week.
• Prioritize multiple assignments and keep many responsibilities moving forward simultaneously.
• Monitor the daily process and make recommendations for improvements.
• Provide detail analysis reports to field operations.
• Maintains internal relationships with operating departments to effectively advocate for customers.
• Plan and organize activities/projects.
• Achieve operational excellence and safe work behaviors through teamwork and effective communication.
• Learn, maintain and apply working knowledge of PSE&G Standards for Business Controls and meet management's expectation for effective internal business controls.
• The available for 24/7 operations/shift along with storm duties and state of emergency work.
• Able to work evenings, weekend, and overtime.
• Train new employees and provide refreshers to existing employees in Credit & Collections policies and procedures, customer service/customer professional policies and procedures and Emergencies.
• Developing course material as needed for new and existing employees.
• Provide training and testing while updating employee training records to ensure all training is completed.
• Assist customers with billing, appliance repairs, sales, collections, emergencies (power outages and gas leaks) and payment processing.
• Maintain relationships with members of the Bargaining unit and Management team from a wide spectrum of departments to ensure the disbursement of safety information.
• Make and manage decisions while proactively resolving customer issues.
• Demonstrate respect for all to ensure a diverse working environment exists by demonstrating and valuing differences in others' strengths, perspectives, approaches, and personal choices.
• Comprehensive knowledge of Excel, Microsoft Office and SAP.
• Strong communication and time management skills along with strong organizational skills.
• Recommend Worryfree contract plans to customers to ensure effective coverage is available to meet and exceed their needs.
• Schedule appliance repair appointments after careful and complete evaluations are conducted to ensure the correct service repair team member is dispatched.
• Strong strategic thinking, analytical, interpersonal, and leadership skills.
• Health & Safety team member.
• High school diploma or GED and a minimum of 2 years related customer contact or technical experience.
• General knowledge of electric and gas tariffs.
• Excellent written and verbal communications skills.
• Prior experience in handling customer calls and managing customer relationships.
• Familiarity with SAP platforms, for example DWMS. Working knowledge of CCS-CRM (customer system).
• Must foster an inclusive work environment and respects all aspects of diversity.
• Must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices.
• High school diploma or GED and a minimum of 2 years related customer contact or technical experience.
• General knowledge of electric and gas tariffs.
• Excellent written and verbal communications skills.
• Prior experience in managing customer relationships.
• Familiarity with SAP platforms. Working knowledge of CCS-CRM (customer system). Must foster an inclusive work environment and respects all aspects of diversity.
• Must demonstrate and value differences in others' strengths, perspectives, approaches, and personal choices.

The Care Crew are trained volunteers who support CFBNJ staff to provide guidance, information, and gratitude to volunteer groups (corporate, school, community) in the warehouse.
The Care Crew:
• Work with staff to greet and sign-in groups
• Provide an overview, if staff is unavailable
• Circulate among the group during the volunteer activity to answer questions about the project or the FoodBank
o Learn how to work various projects - Food Sorting, Box building, and Pasta
o Have strong knowledge of FoodBank mission, priorities, and programs
• Thank volunteer groups at the end of the shift
• There are also opportunities to represent the Foodbank at events.