Senior Customer Outreach Specialist

Requisition ID # 148191
Job Category: Customer Support / Operations
Job Level: Individual Contributor
Business Unit: Customer & Comms
Work Type: Hybrid
Job Location: Rocklin
Department Overview
The Customer Engagement organization’s mission is to enable and support a positive “One PG&E” customer experience that actively contributes to a vibrant local economy. The Customer Engagement 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.
Customer Engagement 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 Customer Engagement 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 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.
A reasonable salary range is:
Bay Area Minimum: $95,000
Bay Area Maximum: $143,000
&/OR
California Minimum: $90,000
California Maximum: $136,000
Job Responsibilities

• Initiate strong working relationships with work sponsored project managers (PMs)
• Tailboard and educate internal and external project crews regarding customer concerns or issues
• Coordinate and document the completion of outreach, including mailing letters, making phone calls attending meetings, and door-to-door canvassing
• Consistently document customer communications
• Take the lead to develop local tactical plans, project by project, based on in-field expertise
• Provide development support for and provide training and SME support for partnering organizations
• Become a subject matter expert on assigned gas/electric/vegetation management programs
• Facilitate customer escalations including legal claims and restoration efforts as needed
• Utilize resources to prepare and complete outreach, including Google Earth, GIS, CC&B, SAP
• Manage budget expenditures and provide direction and coaching to peers
• 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
• Emergency Operations: Expected to fulfill Customer Strategy Officer (CSO) position on a rotational basis throughout the year and support emergency response
• Strategize and develop customized outreach plans for specific projects with input from PM and team
• Collect, coordinate, organize and deliver outreach plans and deliverables in a timely manner
• Regularly attend coordination meetings to educate and update on key projects and any customer escalations
• 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
• Develop and host Open Houses, community-based organization (CBO) presentations, and other appropriate efforts for educating customers proactively regarding programs and projects
• Act as lead to coordinate input from the Program Managers, local construction teams, Public Affairs, Land Management, Environmental Management, and others

Qualifications
Minimum:

• Must possess a valid California driver’s license or ability to obtain by first day of employment
• 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

Desired:

• Accountable, dependable and self-motivated to work hard with limited supervision
• Detail-oriented and meticulous on documentation, work planning, training and safety
• Demonstrated ability to provide proactive, high quality customer service while resolving issues of a complex nature
• Demonstrated proficiency with intermediate levels of Excel, Word, PowerPoint and other like tools
• 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
• Advanced knowledge of assigned area of expertise
• Strong presentation and time management skills
• Experience developing executive messaging and communications
• Effective at negotiating and able to communicate effectively and comfortably at director level and below internally and with customersand third parties
• Positive, enthusiastic, team-oriented, customer-centric self-starter

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