Senior Field Outreach Specialist

Job Title: Senior Field Outreach Specialist

Location: 1220 Andersen Drive, San Rafael, CA 94901 (Local Candidates Only)

Duration: 12 Months

Pay Rate: $68–$75/hour (W2)

Travel Requirement: Approximately 50%

Work Model: Hybrid (Field, Home Office, and Local Office)

Position Overview

The Senior Field Outreach Specialist will be part of the Customer Engagement Team within PG&E’s Local Customer Experience Organization. This role focuses on proactive customer communication, education, and issue resolution related to System Hardening and Undergrounding projects across the PG&E service territory.

The position requires significant field presence to support customer outreach activities, job walks, tailboards, open houses, answer centers, and customer meetings. When not in the field, the Specialist will work from a home office or local office, with periodic in-person meetings and trainings.

Travel Requirements (50%)

• Travel will be associated with assigned projects, typically at the county level
• Travel may vary based on county size and project needs
• Travel includes visits from home or office to project sites
• Mileage and meal expenses may be reimbursed with prior PG&E manager approval, per PG&E reimbursement standards
• Occasional travel to San Ramon for quarterly staff meetings or training sessions

Top Qualifications

• Minimum 3 years of customer-facing experience
• Highly detail-oriented with strong documentation, planning, training, and safety practices
• Accountable, self-motivated, and proactive self-starter

Equipment Provided

• Personal Protective Equipment (PPE)
• Laptop and docking station
• Work cellphone
• Ergonomic equipment for remote work
• In-office work supported via hoteling stations

Department Overview

The Local Customer Experience Organization is dedicated to delivering a seamless “One PG&E” customer experience by:

• Coordinating gas and electric operations at the local level
• Delivering proactive, transparent, and targeted customer and community education
• Supporting community, customer, and local economic vitality

The team ensures that the voice of the customer is integrated into planning, execution, and post-deployment support of PG&E initiatives.

Key Responsibilities

• Serve as a subject matter expert on System Hardening and Undergrounding programs
• Review planned work and execute comprehensive customer outreach strategies
• Develop and deliver outreach plans and associated documentation on time
• Utilize tools such as Google Earth, GIS, CC&B, and SAP to support outreach efforts
• Build strong working relationships with Project Managers and cross-functional partners
• Coordinate with Program Managers, construction teams, Public Affairs, Land Management, Environmental Management, and other stakeholders
• Lead development of localized, project-specific outreach and tactical plans
• Educate internal and external crews on customer concerns during tailboards
• Manage and resolve complex customer concerns via phone or in-person interactions
• Facilitate customer escalations, including legal claims and restoration efforts
• Accurately document all customer communications and outreach activities
• Coordinate outreach activities such as mailings, phone calls, meetings, and door-to-door canvassing
• Attend Regional Service Management (RSM) meetings to provide updates and address escalations
• Plan and host open houses, community presentations, and customer education events

Qualifications

Minimum Qualifications

• Bachelor’s degree in Engineering, Business, Marketing, Communications, or a related field (or equivalent work experience)
• Minimum 4 years of experience in customer service, program or project management, gas/electric construction, or energy-related sales/service
• Valid California Driver’s License (or ability to obtain by start date)

Preferred Qualifications

• Customer-focused, collaborative, and enthusiastic professional
• Strong attention to detail with excellent documentation skills
• Proven ability to work independently with limited supervision
• Minimum 3 years of customer-facing experience
• Experience influencing cross-functional, matrixed teams
• Ability to resolve complex customer issues proactively
• Strong negotiation and communication skills, including executive-level interactions
• Proficiency in Microsoft Excel, Word, PowerPoint, and similar tools
• Excellent presentation, organizational, and time management skills
• Experience developing executive-level communications and messaging