Cust Care Application Processor

Requisition ID # 166941

Job Category: Administrative / Clerical

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Oakland

Department Overview

As part of the Customer Care Organization Income Qualified Programs (IQP) team is responsible for supporting the delivery of energy efficiency products and services throughout PG&E’s service territory as well as ensuring that the customer has an excellent experience. The Application Management (AM) Operations team includes rebate processing and fulfillment, inspection verification, operations support, and financial reporting and governance.

The Application Management team includes the Enrollment & Incentive Management (AM&V) and External Verification Administration (EVA) teams. The AM&V completes application processing activities for the Energy Efficiency, Distributed Generation, and California Alternative Rates for Energy (CARE) programs. EVA is responsible for implementing quality assurance / quality control activities for our key processes including contract management and calculated energy efficiency projects; inspection/verification procedures; inspection reporting; and analysis associated with program inspections.

Position Summary

The Application Processor selected for the Self-Generation Incentive Program (SGIP) Operations will act as a subject matter expert and collaborate with the team supervisor, incentive and enrollment analyst/team lead and customer representatives to provide solutions and application processing support to the SGIP program, which provides financial rebates to residential and business customers installing battery storage systems. This role involves ensuring compliance with SGIP program requirements, providing customer support, and maintaining accurate records. The application processor will collaborate closely with internal teams and external stakeholders to facilitate the efficient operation of the SGIP Program.

The ideal candidate will have a strong background in systems thinking and process management/optimization, experience managing a high-performing team and meeting performance metrics, and a creative approach to problem-solving. Proactive identification of process improvement opportunities and a relentless drive to clarify, anticipate, and meet the needs of internal and external customers will be critical to success in this role.

Customer Care Application Processor positions offer considerable exposure to PG&E’s business operations and an opportunity for stimulating professional growth. The ideal candidate will have excellent oral and written communication skills, strong analytical and quantitative skills, a background in teamwork, poise in working with many levels of staff, initiative and enthusiasm, and strong interpersonal skills. If you have these skills to offer, an interest in learning, and a passion for delighting the customer, we want to talk to you!

This position is hybrid, working from your remote office and your assigned work location based on business need.

PG&E is providing the hourly rate range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual hourly rate paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors. ​

The hourly rate for this position ranges from $25.48 to $34.90.

Job Responsibilities Process applications according to current policies and procedures Perform quality assurance reviews on applications Answer customer inquiries related to applications Update and maintain daily logs for productivity and quality assurance metrics Research customer accounts and application issues Practice and comply with PG&E safety, ethics and conduct requirements Share process improvement ideas with Lead and Supervisor Research and respond to customer inquiries via email or telephone

Qualifications

Minimum:

High School or GED-General Educational Development-GED Diploma 1 year general office experience

Desired: General business understanding Customer service and communication skills Knowledge of various programs and program policies and procedures Ability to read and follow program policies and explain them to others Excellent verbal and written communication skills Able to embrace flexibility in assigned roles Excellent follow-through Ability to quickly gain knowledge and comprehension of new subject matter areas Demonstrated willingness to express constructive concerns or issues Good time management skills Good organizational skills Good filing skills Good data entry skills Possess professional demeanor Familiar with MS Word, Excel, Access, and Outlook Familiar with Salesforce software