Senior Field Outreach Specialist
Senior Field Outreach Specialist Mariposa, CA 12 Months Pay: $68-75 per hour TWO (2) Senior Outreach Specialist based in: - 5166 Jones Street Mariposa Service Center & Office 95338 - 2871 Airport Drive Madera Ca 93637 Madera Office & Service Center This role is hybrid 50% remote and 50% in field. RE: 50% TRAVEL: o Travel will be associated with assigned projects within the assigned work area (typically on the county level distance may vary based on county size). o Travel will generally be from home or office location to specific project sites, supporting job walks, tailboards, customer meetings, etc. Travel may also include meetings such as San Ramon, Oakland, Rocklin, Stockton etc. Also, they should be able to support counties in surrounding areas. TOP THINGS: o 3 years of customer facing experience o Detail-oriented and meticulous on documentation, work planning, training and safety o Accountable, self-starter EQUIPMENT: The client will provide PPE, a laptop, a work cellphone, and a docking station. Any additional ergonomic equipment required for remote work must be evaluated and supplied by the vendor including a desk and chair. For on-site work, hotel stations will be available, equipped with monitors, keyboards, mouse, headsets, cameras, and other standard peripherals. For remote work, all necessary equipment beyond the client-provided items must be provided by the vendor. Department Overview The Local Customer Experience organizations mission is to enable and support a positive One customer experience 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 the client, 2) proactive, targeted and transparent multi-channel customer and community education that reinforces the value of the client and mitigates potential customer concerns, and 3) active support for local community, customer 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 operational delivery. The team will actively support and coordinate internal and external response to post-launch customer needs. Position Summary The Senior Field Outreach Specialist will be a member of the Customer Engagement team. This position will focus on customer communications and outreach and will be responsible for educating and addressing customer concerns regarding System Hardening and Undergrounding projects within the service territory. The Specialist will collaborate with a team of other Specialists throughout the service territory and with their local Regional Service Management Team. This position requires regular travel at minimum 50% of time with occasional travel to San Ramon for quarterly Staff Meetings or program trainings. When not in the field, the position will primarily work from your home office and the local office, with monthly and/or quarterly team meetings or as business needs require. Job Responsibilities Become a subject matter expert on the System Hardening and 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, SAP Initiate strong working relationships with work sponsored project managers (PMs) Function as lead to coordinate input from the 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 Develop and host Open Houses, community-based organization (CBO) presentations, and other appropriate efforts for educating customers proactively regarding programs and projects Qualifications Minimum: Bachelors 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 drivers 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
