AddressRequisition ID # 157559
Job Category: Customer Support / Operations
Job Level: Individual Contributor
Business Unit: Customer & Enterprise Solutions
Work Type: Hybrid
Job Location: Placerville
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 gas and electric management projects within the North Valley/Sierra Region. 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. When not in the field, the position will primarily work from your home office, with in-person office visits for monthly and/or quarterly team meetings or as business needs require.
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:
California Minimum: $90,000
California Maximum: $136,000
Job Responsibilities
- Become a subject matter expert on assigned electric management programs focusing primarily on the 10K 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
- 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, 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 skills
- Experience developing executive messaging and communications
