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Customer Outreach Specialist, Senior- San Francisco, CA

San Francisco, CA, US, 94110

Requisition ID # 36643 

 

Job Category : Customer Support / Operations 

Job Level : Individual Contributor

Business Unit: Customer Care

Job Location : San Francisco

 

Department Overview 

The Local Customer Experience organization’s mission is to enable and support a positive “One PG&E” customer presence that actively contributes to a vibrant local economy. The Local Customer Experience 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 and economic vitality.

 

Local Customer Experience will ensure that the "voice of the customer" is represented as we evaluate proposed initiatives, pre-deployment plans, and business delivery. The team will actively support and coordinate internal and external response to post-launch customer needs. 

 

Position Summary 

The Senior Customer Outreach Specialist will be a member of the Local Customer Experience team. This position will focus on outreach and will be responsible for educating and addressing customer concerns regarding gas, electric, and vegetation management projects within the assigned region.  The Specialist will work with a team of other Specialists throughout the PG&E service area and their local Division Leadership Team.  This position requires regular travel throughout the assigned region (minimum 50% of time), and occasionally throughout the service area. 

 

Job Responsibilities

  •  Become a subject matter expert on assigned gas/electric/vegetation management 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.
  • Route and handle complex customer concerns, in a timely and thorough manner - on the phone or in person based on the nature of the concern.
  • Act as lead to coordinate input from the Program Managers, local construction teams, Public Affairs, Land Management, Environmental Management, and others.
  • Coordinate and document the completion of outreach, including mailing letters, making phone calls, attending meetings, and door-to-door canvassing.
  • Utilize the appropriate resources to prepare and complete outreach, including Google Earth, GIS, CC&B, SAP.
  • Take the lead to develop local tactical plans, project by project, based on in-field expertise. 
  • Develop and host Open Houses, community-based organization (CBO) presentations, and other appropriate efforts for educating customers proactively regarding programs and projects.

Qualifications

Minimum:

  • Bachelor’s degree in Engineering, Business, Marketing, Communications, or related or equivalent work experience
  • 4 years of relevant work experience
  • Valid class C California Driver’s License

 

Desired:

  • 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
  • Developing executive messaging skills
  • Demonstrated proficiency in prioritizing work with limited leadership guidance

 

 

Hiring Leader Name: Jess Aaron Brown

 

Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity Employer that actively pursues and hires a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.

Our Mission

To safely and reliably deliver affordable and clean energy to our customers and communities every single day, while building the energy network of tomorrow.

Our Vision

With a sustainable energy future as our North Star, we will meet the challenge of climage change while providing affordable energy for all customers.

Our Culture

We put safety first.
We are accountable. We act with integrity, transparency and humility.
We are here to serve our customers.
We embrace change, innovation and continuous improvement.
We value diversity and inclusion. We speak up, listen up and follow up.
We succeed through collaboration and partnership. We are one team.

Company
Pacific Gas and Electric Company (PG&E), a subsidiary of PG&E Corporation (NYSE:PCG), is one of the largest combined natural gas and electric companies in the United States. Based in San Francisco, our 24,000 employees deliver safe, reliable, affordable and clean energy to nearly 16 million people throughout our Northern and Central California service area, stretching from Eureka to Bakersfield and from the Pacific Ocean to the Sierra Nevada.

More About Our Company

EEO
Pacific Gas and Electric Company is an Affirmative Action and Equal Employment Opportunity employer that actively pursues and hires a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, sex, age, religion, physical or mental disability status, medical condition, protected veteran status, marital status, pregnancy, sexual orientation, gender, gender identity, gender expression, genetic information or any other factor that is not related to the job.

Employee Privacy Notice                                                                                                                                                                                                                                      The California Consumer Privacy Act (CCPA) goes into effect on January 1, 2020. CCPA grants new and far-reaching privacy rights to all California residents. The law also entitles  job applicants, employees and non-employee workers to be notified of what personal information PG&E collects and for what purpose. The Employee Privacy Notice can be accessed through the following link: Employee Privacy Notice

PG&E will consider qualified applicants with arrest and conviction records for employment in a manner consistent with all state and local laws.


Nearest Major Market: San Francisco
Nearest Secondary Market: Oakland