Field Outreach Specialist, Senior

Requisition ID# 161059

Job Category : Customer Support / Operations

Job Level : Individual Contributor

Business Unit : Customer & Enterprise Solutions

Work Type : Hybrid

Job Location : San Jose

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.

Position Summary

The Senior Customer Outreach Specialist will be a member of the Regional Customer Outreach 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.

Specialists 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 responses to post-launch customer needs.

This position is field position, requiring the successful candidate to be out in the field 4- 5 days per week, based on business need.

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting.

This compensation 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, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity.

Although we estimate the successful candidate hired into this role will be placed between the entry point and the middle of the range, 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.

A reasonable salary range is :

Bay Area Minimum : $95,000.00

Bay Area Maximum : $143,000.00

Responsibilities :

• A subject matter expert on assigned gas / electric management programs
• A subject matter expert on technical / complex customer service support for the organization and other internal business
• 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
• Consistently document customer communications
• Coordinate and document the completion of outreach, including mailing letters, making phone calls, attending meetings, and door-to-door canvassing
• Emergency Operations : Expected to fulfill Customer Strategy Officer (CSO) position on a rotational basis throughout the year and support emergency response
• Serves as a team lead related to specific area of expertise and assigned initiatives
• Customer Recovery : Participates in / supports the handling of escalated customer concerns, related to areas of expertise, in a timely and thorough manner, in accordance with customer needs.

Qualifications

Minimum :

• Bachelors Degree in Accounting, Business Administration, Economics, Finance, Marketing, Mathematics, Engineering or job-related discipline or equivalent experience
• Job-related experience, 4 years
• CA Class C License, or equivalent
• Ability to travel up to 10 percent of working time

Desired :

Experience in customer service, 3 years

Utility and or construction background

featuredjob