Full-Time Service Representative I- San Jose

San Jose, California
14 Oct 2016
21 Oct 2016
Oil and Gas
Contract Type
Full Time

Based in San Francisco, Pacific Gas and Electric Company, a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric utilities in the United States. And we deliver some of the nation's cleanest energy to our customers in Northern and Central California. For PG&E, "Together, Building a Better California" is not just a slogan. It's the very core of our mission and the scale by which we measure our success. We know that the nearly 16 million people who do business with our company count on our more than 24,000 employees for far more than the delivery of utility services. They, along with every citizen of the state we call home, also expect PG&E to help improve their quality of life, the economic vitality of their communities, and the prospect for a better future fueled by clean, safe, reliable and affordable energy.

Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employer that actively pursues and hires a diverse workforce.  All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.

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.

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 by 2017. 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 Stockton, Sacramento, San Jose 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

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.

Customer Service Representatives (CSRs) are the "voice" of our company and often are the first contact a customer has with PG&E, therefore 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:

• Handle inquiries in a safe, friendly, timely and highly accurate manner
• Learn and retain the required knowledge to be successful in their role
• 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

CSRs are required to complete a 7 week paid training program. 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.


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 high-paced, structured environment
• Must complete 7 week Customer Service Representative (CSR) Training program
• Demonstrated ability navigating multiple computer programs and internet webpages
• Minimum one year experience using Microsoft Office Suite including but not limited to Word, Excel and Outlook
• Ability to work flexible schedules, extended hours, nights, weekends, and/or overtime (scheduled or ad hoc)
• 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
• Qualifying score on Contact Center Virtual Scenario.

Desired Qualifications:

• 1 year previous experience in a Contact Center environment • 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
• Associate's degree or higher from an accredited college or institution
• To better represent the communities we serve, applicants who live within 30 miles of the work location listed will be given preference.


• 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 concerns by being courteous, empathetic and professional at all times
• Respond to customer inquiries and successfully resolve customer issues by providing information or taking action on behalf of the customer in a caring, timely and accurate manner
• Listen effectively; use probing skills to obtain relevant customer information and quickly establish customer relationships
• Utilize phone and computer to research and analyze account information to satisfy internal and external customers with customer inquiries, billing issues, service requests and emergency orders
• 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