Senior Outreach Specialist

2 hours ago

Redding, California, United States PG&E Corporation Full time
Job Summary

The Senior Field Outreach Specialist will be a key member of the Customer Engagement team at PG&E Corporation. This role will focus on customer communications and outreach, educating and addressing customer concerns regarding gas and electric management projects within the North Valley/Sierra Region.

Key Responsibilities
  • 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.
  • 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.
Requirements
  • 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.

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