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Service Representative I- IBEW- Multiple Locations

Hayward, CA, US, 94545

Requisition ID # 28801 

Job Category : Customer Support / Operations 

Job Level : Individual Contributor

Business Unit: Customer Care

Job Location : Hayward

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


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. Note: As an Intermittent Service Representative, work hours depend on business needs and it is an on-call work schedule that requires flexible shifts that may not provide guaranteed work hours. 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. Position may be headquartered in Livermore, Hayward, Oakland, Fremont or San Francisco.


*This position is a DOT (Department of Transportation) covered classification and is subject to random drug and/or alcohol screening.


*To better represent the communities we serve, applicants who live within 50 miles of the work location listed will be given additional consideration.





-Attendance: Due to the structured of this position and various business needs of this position requires reliable 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 cashiers 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






-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)

* Candidates must be available and willing to travel to Local Offices within the assigned service territory.




- To better represent the communities we serve, applicants who live within 50 miles of the work location listed will be given additional consideration.

- 2 or more years of customer service experience in a position with direct customer contact in-person, and 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 in a bank environment

- 1 year or more experience using Customer Care & Billing (CC&B)

- Demonstrated experience with computer equipment (computer keyboard and mouse)

-Ability to type at least 20 words per minute

-Relevant experience as a PG&E employee

-Relevant experience as a Hiring Hall employee

-Graduate from an approved Power Pathway Program



Pre-Employment Testing

  • Clerical Test Battery
  • Work Orientation Inventory-Clerical

Our Mission

To safely and reliably deliver affordable and clean energy to our customers and communities every single day, while building the energy network of tomorrow.

Our Vision

With a sustainable energy future as our North Star, we will meet the challenge of climage change while providing affordable energy for all customers.

Our Culture

We put safety first.
We are accountable. We act with integrity, transparency and humility.
We are here to serve our customers.
We embrace change, innovation and continuous improvement.
We value diversity and inclusion. We speak up, listen up and follow up.
We succeed through collaboration and partnership. We are one team.

Pacific Gas and Electric Company (PG&E), a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric companies in the United States. Based in San Francisco, our 24,000 employees deliver safe, reliable, affordable and clean energy to nearly 16 million people throughout our Northern and Central California service area, stretching from Eureka to Bakersfield and from the Pacific Ocean to the Sierra Nevada.

More About Our Company

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.

Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland