PG&E Increases Level of Support for Florida Hurricane Victims
September 18 2017 - 12:30PM
Business Wire
Pacific Gas and Electric Company (PG&E) has increased the
support it is providing to Florida Power & Light (FPL) as the
Florida energy company works to restore service in the wake of
Hurricane Irma.
About 30 PG&E customer service representatives are now
answering customer service calls for FPL in order to help the
company effectively manage extraordinarily high call volumes.
PG&E representatives in the Sacramento Call Center are
answering emergency and outage calls that come into FPL’s customer
service lines.
On Sept. 8, PG&E sent about 125 employees, including IBEW
Local 1245 line workers, equipment operators, supervisors and
support personnel, to Florida ahead of the hurricane to help
restore power.
“Providing support to other energy companies and their customers
when natural disasters strike remains a hallmark of our industry.
Our electric line workers have helped restore power to tens of
thousands of FPL customers so far, and now our call-center
representatives will be able to help as well,” said Deborah
Affonsa, PG&E’s vice president of customer service.
“It’s great to have partners that pitch in when you need help,”
said Marlene Santos, FPL’s vice president of customer service. “As
an industry, during a crisis, we work together as one to the
benefit of our customers.”
“Technology is making it possible for our members, working in
their own center, to provide direct support to FPL as they work
tirelessly to restore power to millions of customers. Service is
their profession, and we are proud to answer the call of duty,”
said IBEW Local 1245 Business Manager Tom Dalzell.
PG&E representatives began answering calls this past
weekend. Starting today (Sept. 18), they will answer calls daily
from 10 a.m. until 6 p.m. Pacific Standard Time. PG&E employees
will help bring some relief to FPL agents who are staffing its call
center 24 hours a day, 7 days a week. This is the first time
PG&E has partnered with another energy company to provide call
center support during a natural disaster.
PG&E does not anticipate that this effort to support a
hurricane-stricken area will result in longer wait times for our
customers in Northern and Central California.
About PG&E
Pacific Gas and Electric Company, a subsidiary of PG&E
Corporation (NYSE:PCG), is one of the largest combined natural gas
and electric energy companies in the United States. Based in San
Francisco, with more than 20,000 employees, the company delivers
some of the nation’s cleanest energy to nearly 16 million people in
Northern and Central California. For more information, visit
www.pge.com/ and pge.com/news.
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