Outreach Specialist, Senior

Requisition ID # 145444 

Job Category: Customer Support / Operations 

Job Level: Individual Contributor

Business Unit: Customer & Comms

Work Type: Hybrid

Job Location: Stockton; Bakersfield; Fresno

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 Vegetation Management Outreach Specialist will be a member of the Customer Outreach team in the Customer Engagement Organization. This position will focus on customer communications and outreach and will be responsible for educating and addressing customer concerns regarding 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.

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

This position requires regular travel throughout the assigned region (minimum 20% of time) and occasionally throughout the service area.

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

California Minimum: $90,000.00

California Maximum: $136,000.00

Responsibilities

• Become a subject matter expert on assigned vegetation management and electric 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 and Salesforce
• 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
• Person to Person Service Enhancement: Assess the customer service needs of the organization and other customer-facing groups to influence, develop, or drive the development of new resources and tools for enhanced customer service.
• 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, via email or in person based on the nature of the concern
• Facilitate customer escalations including legal claims and restoration efforts as needed
• Ensure successful program performance by accurate and timely documentation of the completion of outreach and escalations, including mailing letters, making phone calls, attending meetings, and/or door-to-door canvassing.
• Ability to empathize with customers through difficult conversations while ensuring operational success for our business partners.
• Emergency Operations: Expected to fulfill Customer Strategy Officer (CSO) position on a rotational basis throughout the year and support emergency response
• Provide development support for and provide training and SME support for partnering organizations

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
• 4 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

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