Electric Outreach Specialist, Senior

Requisition ID # 170935

Job Category: Customer Support / Operations

Job Level: Individual Contributor

Business Unit: Customer & Corporate Affairs

Work Type: Hybrid

Job Location: Auburn; Rocklin

Department Overview

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.

Position Summary

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.

Job 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

Qualifications

Minimum:

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

Desired:

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 skill

Experience developing executive messaging and communications

PG&E is providing the full salary/pay range for this position. The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity, specific skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be between the minimum and midpoint listed below. The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

California Min: $93,000.00

California Mid: $116,000.00

California Max $139,000.00