Senior Outreach Specialist

Pacific Gas And Electric Company•Placerville, CA

3d•$90,000 - $136,000•Hybrid

About The Position

The Senior Field Outreach Specialist will be a member of the Customer Engagement team. This position will focus on customer communications and outreach and will be responsible for educating and addressing customer concerns regarding System Hardening and Undergrounding projects within the PG&E service territory. The Specialist will collaborate with a team of other Specialists throughout the PG&E service territory and with their local Regional Service Management Team. This position requires regular travel at minimum 50% of time with occasional travel to San Ramon for quarterly Staff Meetings or program trainings. When not in the field, the position will primarily work from your home office and the local office, with monthly and/or quarterly team meetings or as business needs require.

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, collaborative, customer-centric self-starter
Detail-oriented and meticulous on documentation, work planning, training and safety
Accountable, dependable, and initiative-taking 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 the System Hardening and Undergrounding Program
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)
Function 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 manage 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 RSM meetings to educate and update on key projects and any customer escalations
Develop and host Open Houses, community-based organization (CBO) presentations, and other appropriate efforts for educating customers proactively regarding programs and projects