Senior Local Customer Relationship Manager

Requisition ID # 166924

Job Category: Customer Support / Operations

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Concord; Napa; Vallejo

Department Overview

Leads resolution of critical and complex customer issues by working cross-functionally with internal partners such as billing, rates, service planning, interconnections, metering and customer energy solutions (CES). The customer segment of support includes the largest cities and counties in geographic area as assigned. Partners with customer relationship managers (CRM) support sales and service activities and ensure that customer needs are handled in a timely and professional manner using a team approach. Identifies and implements process improvements and shares best practices to improve customer experience. Build internal and external relationships and functional/segment expertise to meet customer needs. This role is also responsible for coordinating with CRMs to maintain awareness and assist in the facilitation of customer projects or issue resolution in the local division. This role also supports emergency support in an On Call Support position several times throughout the year. This support is generally based near the employee’s home location.

This position is hybrid, working from your remote office and your assigned work location based at least once per week, or more, based on business need. The assigned work location will be within the PG&E Service Territory.

PG&E is providing the salary range that can reasonably be expected for this position at the time of the job posting. This salary range is specific to the locality of the job. The actual salary 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 decision will be made on a case-by-case basis related to these factors.

This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

Bay Area: $102,000 - $139,700

Position Summary

Leads resolution of critical and complex customer issues by working cross-functionally with internal partners such as billing, rates, service planning, interconnections, metering and CES. Partners with CRMs to support sales and service activities and ensure that customer needs are handled in a timely and professional manner using a team approach. Identifies and implements process improvements and shares best practices to improve customer experience. Build internal and external relationships and functional/segment expertise to meet customer needs.

Job Responsibilities

- Leads resolution of sensitive customer issues by working cross-functionally with internal partners.

- Actively supports energy efficiency leads, demand response enrollments, and customer satisfaction metrics for assigned customer segment.

- Works to resolve complex billing, reliability and service issues that may require close coordination/project management between company and customers. May make recommendations to functional management to resolve these issues.

- Coordinates with local divisional and regional teams and builds awareness to address local community and customer service opportunities and issues.

- As needed, supports outage communications and emergency communications during major events. This may include extended after hours/weekend/holiday support.

- Participates in cross functional process improvement initiatives with system wide impact.

- May provide guidance and training for less experienced CRMs.

- Develops account plans for their customers.

- Identifies and pursues new market and segment opportunities that impact large customer groups to support sales and service activities.

- Organizes communication and outreach for industry sectors and/or campaigns.

Qualifications

Minimum:

- Bachelors Degree or equivalent experience

- Job-related experience, 6 years

- CA Class C License, or equivalent

Desired:

- Masters Degree or equivalent experience

- Experience in project management

- Willingness to work in an office environment