Senior Outreach Specialist

The Senior Outreach Specialist will be a key member of the Customer Engagement team at PG&E. This role will focus on customer communications and outreach, with a primary emphasis on 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. Regular travel is required, with a minimum of 50% of time spent in the field. When not in the field, the position will primarily work from a home office, with in-person office visits for monthly and/or quarterly team meetings or as business needs require.

• Become a subject matter expert on assigned electric management programs, focusing primarily on the 10K Undergrounding Program.
• Understand and review planned work, executing 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, and SAP.
• Initiate strong working relationships with work-sponsored project managers.
• Function as lead to coordinate input from 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.

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.