Senior Outreach Specialist

About the Role

The Senior Customer Outreach Specialist will be a member of the Local Customer Experience team, focusing on customer communications and outreach. This role involves educating and addressing customer concerns regarding gas, electric, and vegetation management projects within assigned divisions and regions. The position requires regular travel throughout the assigned region (minimum 50% of time) and occasionally throughout the service area. This is a hybrid role, combining remote work with an assigned work location within the PG&E Service Territory.

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.
• Utilize resources such as Google Earth, GIS, CC&B, and SAP to prepare and complete outreach.
• Initiate strong working relationships with work-sponsored project managers (PMs).
• Act as lead to coordinate input from Program Managers, local construction teams, Public Affairs, Land Management, Environmental Management, and others.
• 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 handle 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 DLT meetings to educate and update on key projects and any customer escalations.
• 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, training, and SME support for partnering organizations.
• Manage budget expenditures and provide direction and coaching to peers.

Qualifications

• Bachelor’s degree in engineering, business, marketing, communications, or related field, or equivalent work experience.
• Minimum of 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 Skills

• Positive, enthusiastic, team-oriented, customer-centric self-starter.
• Detail-oriented and meticulous on documentation, work planning, training, and safety.
• Accountable, dependable, and self-motivated to work hard with limited supervision.
• 3 years of previous 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.

Pay

The full salary/pay range for this position is provided below. The actual amount paid will be based on factors such as internal equity, skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be around the minimum and the midpoint.

• Bay Area Minimum: $98,000
• Bay Area Midpoint: $122,000
• Bay Area Maximum: $146,000

This position is also eligible to participate in PG&E’s discretionary incentive compensation programs.