Service Solutions Specialist, Senior (Concord)

Requisition ID 122053 Job Category : Customer Support / Operations Job Level : Individual ContributorBusiness Unit: Electric OperationsJob Location : Concord Department Overview The Coworkers of Electric Operations ensure the delivery of clean, safe, reliable, and affordable energy to nearly 16 million people in Northern and Central California. Electric Operations is responsible for every aspect of PG&E''s electric distribution and transmission operations, including planning, engineering, maintenance and construction, asset management, business planning, restoration, and emergency response. Position Summary The Senior Public Outreach Specialist for the Community Rebuild Program within Major Programs and Project Delivery will be responsible for coordinating customer education and outreach in advance of major PG&E construction projects. Develops and maintains relationships with the builder and developer community to educate them about service planning. Manages, tracks, and follows-through with escalated customer issues and complaints. Community Rebuild Outreach will ensure that the ''voice of the customer'' is always well-represented. This position offers a flexible work location within the PG&E service territory with regular travel throughout the assigned region (up to 50% of the time) and occasionally throughout the service area. Job Responsibilities 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 associated with electric transmission. Collect, coordinate, organize and deliver outreach plans and deliverables in a timely manner to support the critical progress of the program work scope. 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. Communicate and coordinate input from Public Affairs, Land Management, Environmental Management, Business Energy Solutions, Project Managers, 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 Salesforce, Google Earth, GIS, and CC&B. Support customers rebuilding in the Wildfire footprint, facilitating an expedient service planning, scheduling, and construction process. Create and maintain relationships with builders and developers responsible for home and business construction in the Wildfire footprint 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 (BA/BS) degree or equivalent work experience in Engineering, Business, Marketing, Communications or related equivalent Valid CA driver''s license and personal transportation availability required Four (4) years of experience in community outreach, community relations, communications, regulatory agency administration, or related field Demonstrated proficiency with intermediate levels of Excel, Word, PowerPoint, and other like tools

Created: 2021-11-29