System Outage Comm Specialist

APS•Phoenix, AZ

1d•Onsite

About The Position

Arizona Public Service generates reliable, affordable and clean energy for 2.7 million Arizonans. Our service territory stretches across the state, from the border town of Douglas to the vistas of the Grand Canyon, from the solar fields of Gila Bend to the ponderosa pines of Payson. As the state’s largest and longest-serving energy provider, our more than 6,000 dedicated employees power our vision of creating a sustainable energy future for Arizona. Since our founding in 1886, APS has demonstrated a strong commitment to our customers in one of the country’s fastest growing states, earning a reputation for customer satisfaction, shareholder value, operational excellence and business integrity. Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together. The System Outage Communications Specialists (SOCS) analyze and resolve outage related inquiries and communicate reliable and accurate information during outages.

Requirements

High school diploma or equivalent plus four (4) years relevant business experience in operations, marketing or customer service, or an equivalent combination of education and experience.
Must possess effective written and verbal communication skills.
Shift work and extended shifts may be required.

Nice To Haves

Oracle Customer Care & Billing (CC&B) system experience and experience with outages and Automated Distribution Management System (ADMS).
Demonstrated proficiency in Microsoft operating systems and use of mainframe systems such as customer information and outage management systems.
Ability to conduct research and perform data analyses to troubleshoot, resolve, and effectively communicate outage issues.
Must be flexible to be available on-call, and to provide 24/7 coverage, to support unusual or emergency situations, such as summer storms.
Ability to perform under stressful conditions

Responsibilities

Provide all pertinent information regarding outages and emergencies to APS Management, Advocates Office, Media, Claims, Customer Experience Center and other internal business units, and provide timely feedback and communication to key industrial, commercial and residential external customers.
Compile and analyze outage related data and prepare and disseminate reports of findings to the ACC and various APS management.
Analyze and manage manpower to respond to outages throughout the state in the Distribution Operations Center.
Provide critical 24/7 coverage in the Distribution Operations Centers to ensure Outage Communications processes are operating effectively to ensure timely and accurate communication during outage conditions.
Act as central point of contact for key account customers during outage and/or emergency situations on a 24/7 basis. Provide essential feedback and information to customer throughout the outage situation to ensure continuous communication flow between the customer and APS management, and when appropriate, Media.
Perform essential updates and provide information to external customers through APS communication channels and ensure continuous communications are shared between internal departments during outages.
Provide an excellent customer experience while responding to internal/external customer inquiries. Research and resolve inquiries and complaints through compiling relevant current and historical outage information. Monitor outage management system and communicate findings verbally or through written correspondence in a manner mindful of the targeted audience.
Monitor ADMS and perform callouts as needed through the Automated Roster Call Out System (ARCOS) for Troublemen and crews in accordance with IBEW policies and procedures.
Respond to internal and external customer requests for detailed information regarding planned and unplanned system disturbances and provide pertinent details of the repair and outage restoration process through research of databases and systems relative to operations and maintenance.
Assist with evaluation of outage information to assure data consistency reliability, and initiate corrective action plans by observing and reporting outage patterns on electrical equipment or devices inconsistent with goals and objectives.
Facilitate the resolution of field related issues in collaboration with Customer Experience Center, Construction/Maintenance Coordinators, contractors and customers including rerouting orders to appropriate departments, initiating trouble call orders and deciding the appropriate action and internal contacts to best serve the customer's needs.
Provide consistent departmental interpretation of policies and procedures including but not limited to the processes related to planned and unplanned outages, electrical equipment repairs and/or upgrades and immediate safety hazards.
Prepare departmental reports as required to provide daily outage duration reports to Regulatory for review and submission to the Arizona Corporation Commission (ACC).