Requisition ID# 162690
Job Category: Customer Support / Operations
Job Level: Individual Contributor
Business Unit: Customer & Enterprise Solutions
Work Type: Hybrid
Job Location: Stockton
Department Overview
In Customer Care we are focused on delivering the desired customer experience for each of our customers. Everything we do starts with the customer and our information about the customer. That information is collected and managed by our Customer Experience Strategy group. Each of our organizations, though completely dependent upon each other, are the experts in their area and will further drive PG&Es alignment around the customer.
Position Summary
Customer Service Representatives (CSRs) within Billing Operations are the behind the scenes"problem solvers" of our company to ensure our customers receive their only monthly touchpoint from PG&E --- their electric and/or gas bill.TheCSRs main responsibilities consist of processing transactions required to establish and bill our customers accurately and in a timely manner, supporting customer requests and supporting various customer programs.
To provide the ultimate customer service experience, a PG&E CSR must:
- Handle inquiries in a safe, efficient and highly accurate manner
- Learn and retain the required knowledge to be successful in their role
- Utilize multiple available resources to resolve complex issues
- Work in a high-impact, fast-paced environment and able to successfully handle high-pressure situations
- Partner with other PG&E departments to resolve customer issues and ensure customer satisfaction
PG&E is providing the hourly rate that the company in good faith believes it might pay for this position at the time of the job posting. This position is subject to collectively bargained hourly wage rates and increases.
The starting wage rate for this position is $27.31 per hour. This wage rate is specific to the locality of the job. The wage rate is based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, collective bargaining agreements, and internal equity.
Service Representatives are required to complete a 6-week paid training program. You will be working In-person full-time (40 hours/week) during these initial 6 weeks of training. Trainings will be Monday-Friday from 8:00AM - 4:30PM. The training program will take the participants through various components of the job using simulations, class activities, and instructor-led discussions.
As a Part-time Customer Service Representative, your work schedule will fall within the hours of operation for the location - 25 hours per week.
Shift: 9:00AM - 2:00PM Monday-Friday
This is an International Brotherhood of Electrical Workers (IBEW) Local 1245 represented classification, which has over 100 years of experience representing employees at PG&E. This job is subject to collective bargaining.
Responsibilities:
- Ensure safe work practices, attend and participate in required safety and professional trainings, continually ensure the safety of self, colleagues and the public
- Acknowledge customers (both external and internal) concerns by being courteous, empathetic and professional at all times
- Respond to inquiries and successfully resolve customer issues by taking corrective action on behalf of the customer in an efficient and accurate manner
- Listen effectively; use probing skills to obtain relevant customer information and quickly establish relationships
- Utilize various computer programs to research and analyze account information to satisfy internal and external customers with billing issues and customer inquiries
- Act professionally and ethically in all situations
- Serve the customer and perform the job in a safe manner
- Listen effectively; use probing skills to obtain relevant information and establish rapport quickly with customers and co-workers
- Use interpersonal skills, communication skills; both written and verbal to assist customers and fellow-team members
- Must have decision making ability and effective judgment making skills
- Effectively operate all required PG&E applications and systems
- Ability to work in a fast paced environment which is subject to change based on business needs
Minimum Qualifications:
- Must be at least 18 years of age
- Must possess a High School diploma, GED or equivalent work experience
- Minimum one year work experience in a customer service position with direct customer contact either in-person, phone or by email in a fast-paced, structured environment
- Must complete 6 week Customer Service Representative (CSR) Training program.
- Demonstrated ability navigating multiple computer programs and internet webpages
- Demonstrated ability using computer equipment including, but not limited to keyboard, mouse and multiple monitors
- Internal PG&E employees: Must have qualified on the Clerical Test Battery (CTB) and Work Orientation Inventory (WOI) exams prior to applying
- External and Hiring Hall candidates: Must qualify on the Clerical Test Battery (CTB) and Work Orientation Inventory (WOI) exams prior to interviewing
Desired Qualifications:
- 2 or more years of work experience in a customer service position with direct customer contact either in-person, phone or by email in a high-paced, structured environment
- Minimum one year experience using Microsoft Office Suite including but not limited to Word, Excel and Outlook
- Associate's degree or higher from an accredited college or institution
- To better represent the communities we serve, applicants who live within 50 miles of the work location listed will be given preference.
Pre-Employment Testing
PG&E Employees:You must have qualified on all prerequisite tests prior to submitting an application; and all secondary tests prior to interviewing. For more information on prerequisite and secondary exams, including study guides, please visit thePre-employment testing programwebsite.
- Clerical Test Battery
- Contact Center Virtual Scenario
- Work Orientation Inventory-Clerical
PG&E
Jan 16, 2025