Job Category: Maintenance / Construction / Operations
Job Level: Individual Contributor
Business Unit: Customer & Comms
Work Type: Onsite
Job Location: Daly City
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
An employee who is responsible for the inspection of weatherization work installed under PG&E-administered Energy Efficiency programs by contractors. In addition, this employee is responsible for implementing the Heating Appliance Repair and Replacement (R&R) program.
The employee will safely perform initial and follow-up inspections of Energy Efficiency Measures installed by PG&E and ensure the billed measures are present, safely installed to program standards, and were feasible.
Employee will be required to use phone and/or site visits to schedule inspections and to route work to ensure customer convenience and employee efficiency.
Monitor and track overtime and travel time.
Determine the most economical and efficient methods to handle peak and non-peak workloads.
Ensure inspection paperwork, including measure quantities, “on-site” time frames, and comment(s) are complete, accurate, and legible.
Data entry work of that paperwork is to be completed accurately and within allotted time frames.
Ensure that timecards and expense reporting are completed accurately and submitted timely.
Handle all customer complaints. Investigate complaint as needed, then resolve or elevate to the proper authority. Follow-up to ensure resolution was achieved.
Respond to customer phone, e-mail, and mail inquiries or concerns
Respond to PG&E Program Manager concerns and requests such as high-profile inspections, suspected fraud cases, short notice inspections, and customer complaints
Perform R&R work including Natural Gas Appliance Testing (NGAT) inspections
Ensure that customers, their homes, and appliances meet program guidelines
Ensure that all field paperwork is completely and accurately filled out. Coordinate R&R process with Heating, Ventilation and Air Conditioning (HVAC) contractor, customer, weatherization contractor, and local building officials
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 $34.52 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.
This position is a DOT (Department of Transportation) covered classification and is subject to random drug and/or alcohol screening.
May be assigned manual meter reads as required.
May be required to light pilots in conjunction with their work
Job Responsibilities
Coordinates Repair & Restoration process with HVAC contractor, customer, weatherization contractor, and local building officials
Performs initial and follow-up inspections of Energy Efficiency Measures installed by Company
Ensures the billed measures are present, safely installed to program standards, and are feasible
Utilizes phone and or site visits to schedule inspections and to route work to ensure customer convenience and employee efficiency
Ensures that all field paperwork is timely, completely and accurately filled out
Investigates complaint as needed, then resolves or elevates to the proper authority
Responds to Program Manager concerns and requests such as high-profile inspections, suspected fraud cases, short notice inspections, and customer complaints
Ensures inspection paperwork is complete, accurate, and legible
Ensure that timecards and expense reporting are completed accurately and submitted timely
Follows-up to ensure resolution was achieved
Monitors and tracks overtime and travel time
Responds to customer phone, e-mail, and mail inquiries or concerns
DOT-Operations/Maintenance AND Emergency
This position requires driving of company vehicle
Qualifications
Minimum:
Ability to crawl
Ability to lift an extension ladder
Be physically able to lift extension ladder
Physically able to crawl in attics and under houses, on roofs
Desired:
Record of Residence within 35 miles of job or headquarters
Competency in effectively building formal and informal relationship networks inside and outside the organization
Competency in building strong customer relationships and delivering customer-centric solutions
Knowledge of gas engineering theories, concepts, methods, best practices, and techniques as needed to perform at the job level
Knowledge of procurement strategies and processes and relevant regulatory framework as needed to perform at the job level
Knowledge of hazard evaluations theories, concepts, methods, best practices, and techniques as needed to perform at the job level
Must have combustion appliance knowledge
Energy Efficiency programs knowledge
Excellent customer and contractor relations
Have the ability to assess and appropriately respond to hazardous situations
Training Requirements:
Employee must pass one-week NGAT training session, which includes a written and lab test
Employee must pass one-week weatherization training session that includes a written and lab test
Employee must pass pilot light training
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.
Post-Offer Phys Assessment CIP Inspector
Physical Test Battery
Work Orientation Inventory-Physical/Technical Driving
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