Requisition ID # 173451
Job Category: Customer Support / Operations
Job Level: Individual Contributor
Business Unit: Customer & Corporate Affairs
Work Type: Hybrid
Job Location: American Canyon
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 Customer Outreach Specialist will be a member of the Local Customer Experience 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.
This position requires regular travel throughout the assigned region (minimum 50% of time) and occasionally throughout the service area.
This position is hybrid, working from your remote office and your assigned work location based on business needs or company requirements. The assigned work location will be within the PG&E Service Territory and will be agreed upon by the successful candidate and hiring leader.
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 around the minimum and the midpoint. 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.
Bay Area Min: $98,000
Bay Area Mid: $122,000
Bay Area Max: $146,000
Job Responsibilities
- Become a subject matter expert on assigned gas/electric/vegetation management programs
- 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
- Route and handle 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 DLT meetings to educate and update on key projects and any customer escalations
- Emergency Operations: Expected to fulfill Customer Strategy Officer (CSO) position on a rotational basis throughout the year and support emergency response
- Develop and host Open Houses, community-based organization (CBO) presentations, and other appropriate efforts for educating customers proactively regarding programs and projects
- Provide development support for and provide training and SME support for partnering organizations
- Manage budget expenditures and provide direction and coaching to peers
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, team-oriented, customer-centric self-starter
- Detail-oriented and meticulous on documentation, work planning, training and safety
- Accountable, dependable and self-motivated 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
