Senior Outreach Specialist

Pacific Gas And Electric Company•American Canyon, CA

1d•$98,000 - $146,000•Hybrid

About The Position

The Local Customer Experience organization’s mission is to enable and support a positive “One PG&E” customer experience that actively contributes to a vibrant local economy. The Local Customer Experience organization will accomplish this through the successful implementation of strategies that will drive: 1) tightly coordinated gas and electric operations for enhanced customer experiences locally with PG&E, 2) proactive, targeted and transparent multi-channel customer and community education that reinforces the value of PG&E and mitigates potential customer concerns, and 3) active support for local community, customer and economic vitality. Local Customer Experience will ensure that the "voice of the customer" is represented as we evaluate proposed initiatives, pre-deployment plans, and operational delivery. The team will actively support and coordinate internal and external response to post-launch customer needs. The Senior Customer Outreach Specialist will be a member of the Local Customer Experience team. This position will focus on customer communications and outreach and will be responsible for educating and addressing customer concerns regarding gas, electric, and vegetation management projects within the assigned divisions and region. The specialist will work with a team of other specialists throughout the PG&E service territory and with their local Division Leadership Team. This position requires regular travel throughout the assigned region (minimum 50% of time) and occasionally throughout the service area. This position is hybrid, working from your remote office and your assigned work location based on business needs or company requirements. The assigned work location will be within the PG&E Service Territory and will be agreed upon by the successful candidate and hiring leader.

Requirements

Bachelor’s degree in engineering, business, marketing, communications, or related degree or equivalent work experience
4 years of customer service, program management, project management, gas/ electric construction, and/or energy efficiency sales and/or service experience
Must possess a valid California driver’s license or ability to obtain by first day of employment

Nice To Haves

Positive, enthusiastic, team-oriented, customer-centric self-starter
Detail-oriented and meticulous on documentation, work planning, training and safety
Accountable, dependable and self-motivated to work hard with limited supervision
3 years of previous customer facing customer service and/or customer facing roles
Demonstrated proficiency in achieving results by leading and influencing matrixed teams with limited leadership guidance
Demonstrated ability to provide proactive, high quality customer service while resolving issues of a complex nature
Advanced knowledge of assigned area of expertise
Effective at negotiating and able to communicate effectively and comfortably at director level and below internally and with customers and third parties
Demonstrated proficiency with intermediate levels of Excel, Word, PowerPoint and other like tools
Strong presentation and time management skills
Experience developing executive messaging and communications

Responsibilities

Become a subject matter expert on assigned gas/electric/vegetation management programs
Understand and review planned work and execute comprehensive customer outreach in coordination with partnering organizations to ensure ample customer communications related to visible field work
Collect, coordinate, organize and deliver outreach plans and deliverables in a timely manner
Utilize resources to prepare and complete outreach, including Google Earth, GIS, CC&B, SAP
Initiate strong working relationships with work sponsored project managers (PMs)
Act as lead to coordinate input from the Program Managers, local construction teams, Public Affairs, Land Management, Environmental Management, and others
Take the lead to develop local tactical plans, project by project, based on in-field expertise
Strategize and develop customized outreach plans for specific projects with input from PM and team
Tailboard and educate internal and external project crews regarding customer concerns or issues
Route and handle complex customer concerns, in a timely and thorough manner - on the phone or in person based on the nature of the concern
Facilitate customer escalations including legal claims and restoration efforts as needed
Consistently document customer communications
Coordinate and document the completion of outreach, including mailing letters, making phone calls attending meetings, and door-to-door canvassing
Regularly attend DLT meetings to educate and update on key projects and any customer escalations
Expected to fulfill Customer Strategy Officer (CSO) position on a rotational basis throughout the year and support emergency response
Develop and host Open Houses, community-based organization (CBO) presentations, and other appropriate efforts for educating customers proactively regarding programs and projects
Provide development support for and provide training and SME support for partnering organizations
Manage budget expenditures and provide direction and coaching to peers