Full Time Service Representative I

Requisition ID # 163951

Job Category: Customer Support / Operations

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Sacramento

Department Overview

At PG&E, nothing is more important than public and employee safety. We’ve set our sights on making our company the safest utility in the country. PG&E is a regulated company governed by the California Public Utilities Commission (CPUC) and within Contact Center Operations, our employees are required to comply with policies and procedures to ensure both public and employee safety.

In Contact Center Operations, we are the voice of our Company — a Company that powers energy and gas through millions of homes in the state of California. Contact Center Operations (CCO) consists of Contact Centers located in Sacramento and Fresno. We are a dynamic, fast-paced department which is staffed 24 hours a day, 7 days a week. Contact Center Operation’s mission is to support the company vision to become the leading utility in the United States by delivering an exceptional customer experience to each and every customer. We have approximately 1000 Customer Service Representatives (CSRs) across all centers, and all are dedicated to providing and delivering the ultimate customer experience.

Position Summary

Customer Service Representatives (CSRs) are the “voice” of our company. They must be clear and confident communicators who have a constant focus on safety and the customer at all times. CSRs provide front-line support by telephone, email and written correspondence. They handle a high volume of customer transactions ranging from general account inquires to potentially serious safety situations such as gas leaks and other safety concerns.

To provide the ultimate customer service experience, a PG&E CSR must:

CSRs are required to complete a 7-week paid training program in addition to 2 weeks on-the-job training. You will be working full-time (40 hours/week) during these initial 9 weeks of training. The CSR training program will take the participants through an online learning portal that will allow the learner to experience various components of the CSR job through simulations, class activities, instructor-led discussions, and on the job call taking.

As a Full-Time Customer Service Representative, your work schedule will fall within the hours of operation for the location and may change depending on business needs. Please note that consecutive days off may not be feasible.

Sacramento Hours of Operation:

24 Hours, 7 Days a Week

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.

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:

Qualifications

Minimum:

Desired:

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 the Pre-employment testing website.