Electric Outreach Specialist-Flexible Location

Requisition ID # 161186 

Job Category: Customer Support / Operations 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: San Ramon

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.

Position Summary

This position will be focused on supporting our 10K Undergrounding Projects along with supporting Outreach Specialists. The Centralized Specialist will be desk based and will communicate to customers and peers throughout the PG&E territory by phone & email. This specialist will be responsible for contacting customers, documenting conversations in Salesforce, and providing Outreach Specialists with support on various projects such as open houses and answer centers. 
 
This position is hybrid, working primarily from your remote office and your assigned work location to be agreed upon between the hiring leader and successful candidate(s) based on business need. There is minimal travel (20% of the time), to attend staff meetings and all hands meetings to various locations such as Rocklin, Chico, Sacramento and/or Stockton areas or throughout the service territory. 
 

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. 

A reasonable salary range is:

Bay Area Minimum: $75,000
Bay Area Maximum: $113,000
&/OR
California Minimum: $71,000
California Maximum: $107,000
 

Job Responsibilities

•    Support with Environmental Surveys and customer Welcome Kits
•    Conduct research to identify and contact customers, having detailed conversations around the work we are looking to perform, and gain customer acknowledgement.
•    Maintains detailed notes & descriptions of conversation with customers, and logs into various databases.
•    Support Outreach Specialists with Open Houses and Answer Centers. I.e. Coordinate dates, booking, schedule invite timeliness. 
•    Order signage and collateral as needed
•    Consolidate customer feedback and create customer interactions in Salesforce
•    Join various program calls such as 10K UG Regional Local Team
•    Support various programs for Undergrounding and System Hardening
•    Supports divisional on call rotations for local OCEs in the Customer Strategy Officer role
 

Qualifications

Minimum:
 
•    Bachelor of Arts or Bachelor of Science or equivalent job experience in Engineering, Business, Marketing, Communications, or related field or equivalent experience
•    2 years of work experience in Engineering, Business, Marketing, Communications, or related field
•    Must possess a valid California driver’s license or ability to obtain by first day of employment
 
Desired:
 
•    3 years of previous customer facing customer service and/or customer facing roles, including escalated customer complaint resolution
•    Demonstrated proficiency in achieving results by building partnerships with limited leadership guidance
•    Demonstrated ability to provide proactive, high quality customer service while resolving issues of a complex nature
•    Provide training and SME support for partnering organizations, as guided by leadership and partners
•    Demonstrated proficiency with intermediate levels of Excel, Word, PowerPoint and other like tools
Demonstrated proficiency with Salesforce and CC&B
•    Strong presentation and time management skills
•    Developing executive messaging skills
•    Demonstrated proficiency in prioritizing work with limited leadership guidance
 

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