Energy Services Specialist I (Call Center)

SDG&E is not just an energy company, we are the architects of a brighter, cleaner future. Our employees power everyday life for 3.7 million people - bringing the energy to support their passions, ambitions, and the heartbeat of our community.

We call Southern California our home. It's where we chase our dreams and raise our families. That's why the people who live here deserve an energy company unlike any other, and that's why every day, SDG&E employees strive to be at the forefront of innovations to reduce emissions, modernize the electric grid, and enable our customers to make the transition to clean technologies. We're redefining sustainability, advancing zero-emissions solutions, and driving the electric vehicle revolution.

It takes the best to build the best - join us!

Duties and Responsibilities:

• Act on behalf of SDGE as the energy expert advisor/specialist to commercial and residential customers by taking calls over the phone.
• Provide technical support, guidance and solutions to customers on bills, payment arrangements, Company energy programs, services and pricing options including dynamic pricing options, smart meters, energy conservation and tips to lower their bills, and other programs that will help customers better manage their energy use while projecting the company brand values.
• Requires advising customers on use and benefit of online energy presentment and rate comparison analyses tools as well as other to be determined services behind the customer meter such as home area network devices. Stays abreast of the latest changes to the Company's service offerings, rates, and high visibility projects.
• Answers customer billing inquiries.
• Process request to start, stop or transfer service.
• Respond to and react to emergency service requests; provide safety advice to customers in emergency situations. May respond to call-outs for storm and significant events, as needed.
• Performs other duties as assigned (no more than 5% of duties).

Required Qualifications:

• 3 years of experience in customer service, retail, or energy management.
• High School diploma or GED required
• Must have the ability to absorb, complete, and pass specialized training.
• Must have excellent interpersonal, verbal, and written communication skills.
• Must have strong analytical skills
• Must be able to comprehend and explain complex concepts.
• Must be able to maintain positive customer interactions and value the customer experience.
• Must have strong computer, technical, and troubleshooting skills.
• Must be able to work rotating shifts from week to week.
• Must be able to work Saturdays and Sundays and may not have consecutive days off.
• May be required to work overtime.
• May be required to perform work as a Point of Contact (POC) on a temporary upgrade.
• Must be fluent in English with the ability to effectively communicate.
• Maintain positive customer interactions and value the customer experience
• Must pass random drug and alcohol testing, as required by the U.S. Department of Transportation (DOT) and the California Public Utilities Commission.
• Requires specialized training on SDGE rates, rate components and their relation to energy efficiency and demand response programs.
• Requires knowledge of applicable conservation measures per customer segment.
• Must reside in Southern California or be willing to relocate upon hire.
• Must be able to commute to Century Park, 8326 Century Park Court San Diego, CA 92123.
• This position is either on-site or work from home.
• Must pass a series of aptitude and skills tests that evaluate areas such as computation, language skills, following written directions, coding, and customer service simulation.

Preferred Qualifications:

• Call center experience highly preferred
• Bilingual speaking proficiency in Spanish/English a plus
• College education preferred

This is a Union Represented position - Represented by Local IBEW 465.

Wage Schedule:

Start: $33.10

12 months: $35.00

24 months: $37.00

36 months: $39.50

48 months: $42.00

Sample schedule*:

*Please note this is only an example of a typical schedule and not the exact schedule an employee will have.

• The U.S. Department of Transportation (DOT) and the California Public Utilities Commission have adopted regulations governing the control of drug use by persons in certain job classifications. This job is covered by that regulation (49 CFR 199) and candidates will be tested for the presence of prohibited drugs and must meet DOT standards before appointment to the job. Once in the job, successful candidates will be subject to random drug testing. The passage of Ballot Proposition 64, which legalized the use and possession of marijuana for adults under California law does not alter SDG&E's prohibition against employees using or possessing marijuana.
• Candidates selected for testing must pass a series of aptitude and skills tests that evaluate areas such as computation, language skills, following written directions, coding and customer service simulation. The Modern Hire study guide can be found here.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability or protected veteran status.

Note: The salary for this position is governed by the terms of a collective bargaining agreement.

SDG&E offers a competitive total rewards package that goes beyond base salary. Company benefits include health and welfare (medical, dental, vision), employer contributions to retirement benefits, life insurance, paid time off, as well as other company offerings such as paid parental leave and employee assistance programs.