Customer Service Representative

1 week ago

San Diego, United States The Select Group Full time

The Select Group is looking for a Service Representative (Customer Service Representative) to join the top utility company in the San Diego, CA area. This role is located in San Diego, CA (Metro).

Hybrid Work Schedule: 2 days/week Remote (Mon/Fri), 3 days/week On-site (Tues/Wed/Thurs)

*100% on-site for training period (first 1-2 months)

Work Hours: 6:30AM-3:30PM

Work Location: Metro (East of Golden Hill)

Must Have Skills:

  • 2-4+ years of hands-on experience in a role such as Customer Service, Customer Support, Call Center, or Customer Contact Center
  • Proven track record in delivering customer support over the phone
  • Demonstrated exceptional customer service abilities, including the aptitude to handle frustrated customers professionally
  • Proficient in using Outlook and Excel, with the capability to navigate internal systems proficiently for information retrieval
  • Skillful in gathering and documenting comprehensive information from customers related to their requests
  • Strong attention to detail, ensuring swift and accurate data entry tasks
  • Problem-solving proficiency with a keen ability to investigate information
  • Excellent communication skills and a commitment to thorough follow-up
  • Capable of thriving in a fast-paced, high-volume work environment with the ability to manage time-sensitive tasks
  • Organized with the capacity to juggle multiple tasks concurrently

Responsibilities:

  • Responsible for answering and managing incoming calls and customer requests in a professional and courteous manner.
  • Conduct research to determine the scope of work involved and gather all information associated with the customer requests. This could include pulling maps, calling customers to get additional information, etc.
  • Create new work orders in the system for customer requests and process all Service Planner work and planner files.
  • Navigate internal systems SAP to assign project and job levels and maintain job status.
  • Identify the need for permits and secure permits through appropriate personnel.
  • Interface with Service Planners, General Contractors, Electricians, Plumbers, Service Crews, Trench Inspectors, District Dispatchers, Gas Engineering, New Service, Customer Contact Center, and Right of Way teams.
  • Assign and schedule electric service crews to install, remove or re-attach services and dusk to dawn lighting (via mobility application).
  • Work with district Dispatchers to schedule gas service crew work, field memos, and PE work orders.
  • Check all orders for accuracy and completeness, and document and file all service work.
  • Verify orders are construction ready, including but not limited to necessary permits, rights of way, traffic control plans, and monies.
  • Responsible for informing and educating customers on our processes and procedures.
  • Notify customers/contractors of job completion and determine, initiate, and coordinate any follow-up activities required.
  • Performs other duties as assigned.

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