Senior Field Outreach Specialist

Note: Local Candidates Only

• Travel Requirement: 50% travel associated with assigned projects within the assigned work area, typically on the county level. Travel generally from home or office location to specific project sites, supporting job walks, tailboards, Open Houses, Answer Centers, customer meetings, etc.
• Top Things:
  • 3 years of customer-facing experience
  • Detail-oriented and meticulous on documentation, work planning, training, and safety
  • Accountable, self-starter
• Equipment: Client will provide PPE, laptop, work cellphone, docking station, and relevant ergo equipment for remote work. In-office work will be managed via hotel stations. May expense with prior client manager approval for mileage reimbursement and meal reimbursement for travel within client’s existing reimbursement standard.

Position Summary:

• Member of the Customer Engagement team focusing on customer communications and outreach.
• Responsible for educating and addressing customer concerns regarding System Hardening and Undergrounding projects within the client service territory.
• Collaborate with a team of other Specialists and local Regional Service Management Team.
• Requires regular travel at a minimum of 50% of the time with occasional travel to San Ramon for quarterly staff meetings or program trainings.
• Primarily work from home office and 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.
• 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 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 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:
  • Bachelor’s 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 driver’s 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.