Customer Outreach Specialist

1 month ago

Newark, United States PSEG Full time

Job Summary

Position is responsible for leading RES outreach strategy efforts with all customer segments. Provide strategic guidance in partnerships and advocacy. Work with multiple internal stakeholders/teams, community outreach organizations and external business associations. In conjunction with the Customer Experience team (Customer Assessment, Customer Relations, Utility Marketing, Corporate Citizenship, External Affairs) and numerous external partners, responsible for the identification and implementation of customer experience initiatives for improving customer satisfaction with RES programs among customers. This position will also work closely with RES Program teams, Customer Relations and Business Customer Solutions to ensure that customer concerns are being addressed in a timely and effective manner. This position serves as an advocate for customers within the utility across LOBs with respect to all RES programs (Solar, Electric Vehicle, Energy Efficiency, Clean Energy Jobs, etc) to ensure appropriate actions are taken.

This position has leadership in meeting mandated BPU Lifetime Energy Savings QPI for Low/Middle Income (LMI) and Overburdened Community (OBC) and for Small Business Lifetime Energy Savings. This position will manage an annual spend budget of $2.5M, which includes the BPU mandated Conservation Incentive Program (CIP) Outreach budget, and numerous vendor contracts engaged in the outreach effort.


Job Responsibilities

  • Lead annual planning of all RES outreach that includes, but is not limited to: developing and maintaining a calendar of events, sponsorships, and coordinating all related deliverables. Reporting of conferences and events, tracking of attendees and feedback forms, and using that data to inform the outreach strategy. Partner with Marketing and external vendors to ensure collateral reflects customer outreach strategy. Also requires partnership with the RES PMO organization and Contracts/Procurement to ensure all manners of compliance are met and prudency verified in advance (manage outreach 930 submittals).
  • Collaborate with multiple departments within the organization; establish strong working relationships. Including, but not limited to: Large Customer Support, Payment Assistance Outreach, State Government Affairs, Regional Public Affairs, Market Strategy & Development, Corporate Comm, PSEG Foundation and Corporate Social Responsibility
  • Direct customer experience improvement initiatives for all customers.
  • Manage RES advocacy efforts; inform outreach strategy and reporting; work closely with Regional Managers and external affairs to ensure senior leadership is prepared for all interactions
  • Develop and execute various customer events and outreach initiatives
  • Research, identify, coordinate and lead in the submission of Energy Efficiency, EV, Clean Energy Jobs, all other RES related program industry, community, national and/or state award applications
  • Company lead for Sustainable Jersey program designed to engage municipalities to promote energy efficiency to their residents and businesses; Partnership with Empowered Schools for student engagement with Energy Efficiency, coordinate with marketing, program teams, other LOBs and numerous vendors.


Job Specific Qualifications

  • Bachelor’s degree; prefer major in Communications, English, Journalism, or Business; and 8-10 years of work experience in corporate business communications, journalism, or related experience.
  • Demonstrated experience in writing and editing.
  • Proven ability to lead a team; Experience in coaching and developing others with respect to customer focused advocacy
  • Proven ability to identify and manage interaction with multiple departments, media, photographers, community associations/affiliations during on site customer visits with executives
  • Ability to write, organize information to company and to external organizations
  • Demonstrated experience developing and implementing outreach plans, including social media and incorporating social media for the purposes of educating customers on PSE&G’s RES regulatory filings and customer advocacy
  • Analytical skills
  • Proven ability to be innovative and creative
  • Project planning and organizing skills.
  • Experience using SalesForce.
  • Experience in measuring the effectiveness of an outreach plan and/or sponsorship plan.
  • Ability to track overlapping deadlines and coordinate multiple deliverables and tasks at once

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