Full-Time Service Representative I- King City

King City, California
14 Oct 2016
19 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.

The Office Services Department is responsible for the management of PG&E's 75 local offices throughout our service territory. Customers have the option to visit one of the local offices for their PG&E customer service needs, such as customer billing questions and paying PG&E bills.

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.

Service Representatives are often the first contact a customer has with PG&E. Therefore, punctual attendance, professionalism, efficiency, accuracy and customer service skills are key to ensuring a positive interaction and impression with the customer. We work in a high impact, fast paced environment. The duties of this position may at times require the temporary change of headquarters. Employees are responsible for reporting to the temporary assignment location at the starting time established by the supervisor.


Minimum Qualifications:

• Must be at least 18 years of age
• Must possess a High School diploma, GED or equivalent work experience
• Minimum one year experience in a customer service position with direct customer contact in-person, in a high-paced, structured environment.
• Ability to work flexible schedules, extended hours, nights, weekends, and/or overtime (scheduled or ad hoc)
• Internal PG&E employees: Must have qualified on the Clerical Test Battery (CTB) exam and Work Orientation Inventory (WOI) prior to applying
• External and Hiring Hall candidates: Must qualify on the Clerical Test Battery (CTB) exam and Work Orientation Inventory (WOI) prior to interviewing

Desired Qualifications:

• 2+ years' work experience in a customer service position with direct customer contact in-person, in a high-paced, structured environment
• Demonstrated experience working independently without direct supervision.
• Demonstrated experience working under pressure while managing customer inquiries, cash handling, and safety measures.
• Demonstrated experience with cash handling
• 1+ year experience using Customer Care & Billing (CC&B)
• Demonstrated experience with computer equipment (computer keyboard and mouse)
• To better represent the communities we serve, applicants who live within 50 miles of the work location listed will be given preference.
• Ability to type at least 20 words per minute
• Relevant experience as a PG&E employee
• Relevant experience as previous Hiring Hall employee
• Graduate from an approved Power Pathway Program
• Bilingual in Spanish and English


• Attendance: Due to the structured of this position and various business needs of this position requires 100% attendance and mandatory overtime based on business needs.
• Customer Service Focus identifying the company and customer's needs are met by communicates/assists in person, by phone, and by computer to assist internal and external clients with customer inquiries, billing issues, service requests, and emergency orders; uses computer to research and analyze account information to satisfy customer and internal Company employee inquiries.
• Manages office supplies, in-coming and out-going mail, out-going correspondences, organization of office files and reports
• Must be clear and confident communicators who have ability to learn and effectively execute accurate business transactions; counts and opens/closes-out cash drawer, receives and handwrites receipts for cash, check, money orders, and cashier's check; opens, balances and prepares daily payments in accordance with cash handling procedures; uses computer to enter data pertaining to customer account identification, forms, and payments
• Locks and unlocks office; turns lights, office machinery on and off; arms and disarms security system according to PG&E's company procedures
• Attends and participates in required safety and general PG&E training; attends and participates in department and staff meetings, and other company meetings as required
• Driving on the job and interaction with customers in a safe manner and ability to report to other headquarters.
• May use personal car to attend meetings and training or back-fill staffing shortages in other offices; uses computer to compile and produce on-line report pertaining to vehicle mileage; fuels vehicle as necessary.
• Conducts and completes handwritten safety inspection reports; uses phone to call alarm company, performs alarm test of the front counter security systems, and documents results
• Work in a high-impact, fast-paced environment and able to successfully handle high-pressure situations while partnering with other PG&E departments and colleagues within team to resolve customer issues and ensure customer satisfaction with all inquiries.
• Ability to work in an environment subject to change based on business needs