Requisition ID # 157111
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 Credit Operations’ main responsibilities consists of being customer service focused, identifying the company and customer’s needs are met by communications/assistance 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.
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.
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 $26.32 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.
Position Description
- Attendance: Due to the structure of this position and various business needs of this position requires reliable attendance and mandatory overtime based on business needs.
- Performs duties to Company guidelines and established safety procedures.
- Proactively provides ongoing and reoccurring outreach to customers whose bills are in arrears to help them reduce their past due balances, better manage their bills, and avoid disconnection.
- Enroll customers in assistance programs such as CARE, Medical Baseline, Arrearage Management Plan (AMP), etc.
- Analyzes customer’s billing history, quotes amount due, and authorizes payment arrangements as appropriate by using multiple system applications.
- Exercises independent judgment to negotiate payment arrangements and secures verbal agreement to pay delinquent bills, deposits, returned checks and miscellaneous accounts.
- Help customers access financial assistance through the Low-Income Home Energy Assistance Program (LIHEAP), CARE, and other assistance programs.
- Provide customers information on other utility assistance programs.
- Leverage partnerships with Community Based Organizations (CBOs) to better engage with and provide support to low-income, disabled, and vulnerable customers.
- Provide education and outreach on service offerings in accessible formats which include key information in large print in all printed materials and accessible formats upon request include large print, and Braille.
- Engage with non-English speaking customers with live support from third-party translation services providers.
- Handle incoming calls in for Credit daily and if needed support of the Customer Contact Center Operations during emergencies (e.g., Earthquake, or instances resulting in un-forecasted high call volume).
- Must be clear and confident communicators who have ability to learn and effectively execute accurate business transactions.
- Attends and participates in required safety and general PG&E training; attends and participates in outreach events; attends and participates in department and staff meetings, and other company meetings as required.
- 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.
- Participate in outbound collection efforts to reduce company’s account receivables.
Qualifications
Minimum:
- 18 years of age or older
- High School Diploma or G.E.D.
- 1 year Customer Service Experience
- Ability to work flexible schedule
Desired:
- In an effort to better represent the communities that we serve, additional consideration will be given to applicants who reside within 50 miles of the headquarter/work location.
- Experience with computer applications
- Experience with MS Office Applications (Excel, Word, PowerPoint, OneNote)
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 program website.
- Clerical Test Battery
- Contact Center Virtual Scenario
- Work Orientation Inventory-Clerical
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