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.