Part Time Service Representative I

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. The CSRs 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 intern