CALL CENTER REPRESENTATIVE

Job Title:                     Call Center Representative (Energy)

Department:               CHOC Energy

Location:                    3333 Vaca Valley Parkway, Suite 300, Vacaville, CA 95688
Status:                         Full-Time – 40 hours per week
FLSA Status:              Non-Exempt
 

JOB SUMMARY:

The Call Center Representative will be responsible for managing high volumes of inbound and outbound calls to identify and assist income-eligible PG&E customers. This position supports CHOC’s Energy Savings Assistance Program, which provides energy education, assessments, and conservation services to low-income households in Yolo, Solano, and Sacramento counties. The ideal candidate is reliable, customer-focused, and detail-oriented with strong communication skills and the ability to thrive in a fast-paced team environment.

RESPONSIBILITIES:

• Manage large volumes of inbound and outbound calls efficiently and professionally.
• Identify income-eligible customers using a proprietary database.
• Build rapport and engage callers to ensure excellent customer service.
• Maintain accurate and comprehensive records of all interactions in the call center database.
• Schedule appointments for Energy Specialists using Appointments Plus software.
• Explain program offerings and eligibility requirements clearly.
• Secure property owner permission for work authorization when necessary.
• Meet or exceed individual and team performance metrics and call quotas.

EDUCATION & EXPERIENCE:

• High school diploma or GED required.

SCHEDULE & COMPENSATION:

• Monday – Friday, 8:00 AM – 4:30 PM (Full-Time, 40 hours per week)
• Bonus pay is available based on daily performance metrics.

WORKING CONDITIONS:

• Standard office environment with frequent telephone and computer use.
• Prolonged periods sitting at a desk and working on a computer.
• Must be able to occasionally lift or move office materials up to 15 lbs.

PHYSICAL REQUIREMENTS:

• Prolonged periods of sitting at a desk and working on a computer and telephone.
• Frequent use of hands and fingers for typing, data entry, and phone operation.
• Ability to speak clearly and hear over the phone for extended periods.
• Must be able to lift up to 15 pounds occasionally (e.g., office supplies, files).
• Regularly required to see and read computer screens and printed documents.
• Occasional walking, bending, or reaching within the office setting.

• Proven track record of meeting or exceeding performance goals.
• Excellent verbal communication and active listening skills.
• Familiarity with customer relationship management (CRM) systems is a plus.
• Effective multi-tasking, time management, and prioritization skills.
• Strong attention to detail and accurate data entry skills.
• Bilingual (Spanish/English) is a plus.
• Previous experience in a customer service or support role preferred.