TOP THINGS:
Excellent customer service experience, EV Engineering/Technology/Utility experience, strong customer tracking/CRM experience
Business Customer Specialist - Programs
V2X Residential Pilot (Contractor)
Role Overview
PG&E is seeking a dedicated Customer Support Specialist to support the Vehicle to Everything (V2X) Residential Pilot. This role will serve as the primary point of contact for customer communications related to pilot enrollment and participation, supporting a significant increase in customer volume as the pilot expands. The position will work closely with PG&E program managers, internal stakeholders, and external OEM partners to ensure smooth and timely customer experience.
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Key Responsibilities
Customer Communications
- Serve as the primary responder to inbound customer inquiries related to the V2X Residential Pilot
- Monitor and manage a shared pilot inbox, ensuring timely and accurate responses
- Conduct outbound phone calls to customers to support enrollment, troubleshoot issues, and confirm next steps
Enrollment & Tracking Support
- Track customer enrollment status and progress across pilot milestones
- Coordinate closely with OEM partners and internal teams to reconcile enrollment data
- Maintain accurate customer and enrollment records in tracking tools and spreadsheets
Program Operations Support
- Support high volume enrollment activity (expected to scale to hundreds of participants)
- Identify recurring customer issues or bottlenecks and escalate patterns to the PG&E program team
- Support ad hoc reporting and status updates related to enrollment progress
- Contribute to customer enrollment management lessons learned and methods to improve efficiency, timelines and quality of customer engagement.
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Skills & Qualifications
Required
- Strong written and verbal communication skills; comfort interacting directly with customers by email and phone
- Highly organized and detail oriented, with the ability to manage multiple customer cases simultaneously
- Ability to track work accurately and follow defined processes
- Experience in customer support, customer operations, or program support roles
Preferred
- Experience supporting utility, clean energy, EV, or pilot programs with a strong technical component.
- Familiarity with CRM systems, enrollment trackers, or spreadsheet based reporting
- Comfort working in a fast paced, evolving pilot environment
