PSE&G Unveils New Customer Call Center in Newark
May 9th, 2019
PSE&G, joined by state and local officials, today marked the opening of the utility’s new 24/7 customer call center in Newark, providing a boost to the city’s growing economy by bringing additional employees to work in the city and shop, dine and be near entertainment venues. The ribbon-cutting event was attended by Newark Mayor Ras J. Baraka, Councilwoman LaMonica McIver, Assemblywoman Shanique Speight (D-29) and Aisha Glover, president and CEO of the Newark Alliance.
Beginning this month, 500 customer operations employees have begun working in modern, newly renovated space in the company’s headquarters at 80 Park Plaza, in close proximity to mass transit, shops, restaurants, the Prudential Center and NJPAC.
Relocating from two leased locations in Union County, the employees answer calls from customers about their electric and gas service, respond to inquiries through social media channels, and handle collection and other billing activities, as well as several other back-office functions.
“Bringing these customer operations employees to Newark is great news for our customers, our company and our headquarters city,” said Dave Daly, PSE&G president and COO. “The move enables us to keep our costs to customers low. It also supports our commitment to Newark’s growing economy and bright future.
“We are proud of our long, 116-year history in this city,” Daly added. “We need Newark, its residents and businesses to thrive if Public Service is to thrive for another 116 years.”
“PSE&G is a long-time pillar of Newark’s economic strength and a valued partner in Newark2020, our initiative that connects residents with good local jobs,” said Mayor Baraka. “The customer call center being launched today brings 500 customer service employees to our downtown area, adding to the economic vitality of our city. It is another step forward in the revitalization of our city.”
The three newly renovated floors feature state-of-the-art training rooms, a specially equipped social media monitoring room, large conference space and even walls that have preserved moss designed to create a calm aesthetic. Employees have ergonomic, electronic sit-stand desks and window views. The workspace also features specially designed ceilings and walls and white noise to make it easier for employees to speak with customers while limiting distractions.
“The great part about the new call center is not just the new furniture, access to technology or my shorter commute,” said Troy Walker, a senior customer operations supervisor who lives in Newark. “It’s the feeling I get when I walk into the building. I am proud that PSE&G has chosen to support the growth and revitalization of Newark. It’s also a great feeling to be in the company’s headquarters. You feel important and much more a part of the business as a whole.”