Senior Electric Outreach Specialist
3 weeks ago
Job Summary
The Senior Electric 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, with a primary focus 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.
Key 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, 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
- 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.
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