What are the responsibilities and job description for the Customer Experience Specialist position at Swoon Staffing?
Duration: 12 MonthsLocation: San Rafael, CA (Local Candidates Only)Travel: ~50% local travel (county-level)Work Type: Hybrid (Field / Home Office / Local Office)Pay Rate: $76/hJob OverviewWe are seeking a Senior Field Outreach Specialist to join the Local Customer Experience team, supporting customer communications and community outreach for PG&E System Hardening and Undergrounding projects in the Marin area.This role is highly customer-facing and field-oriented, requiring a detail-driven, self-motivated professional who can independently manage outreach activities, customer education, and issue resolution while collaborating with cross-functional internal teams.Key ResponsibilitiesServe as a subject matter expert on System Hardening and Undergrounding programsPlan and execute comprehensive customer outreach strategies for assigned projectsCoordinate outreach plans and deliverables with internal partners and external stakeholdersDevelop customized, project-specific outreach plans based on in-field insightsBuild and maintain strong working relationships with Project Managers and regional teamsLead coordination efforts with Construction, Public Affairs, Environmental, Land Management, and Program teamsEducate internal and external crews through tailboards regarding customer concerns and expectationsProactively manage and resolve complex customer issues via phone, in-person meetings, and field visitsFacilitate customer escalations, including legal claims and restoration coordination when neededConsistently document all customer communications and outreach activitiesConduct outreach through mailings, phone calls, meetings, door-to-door canvassing, Open Houses, and community presentationsAttend Regional Service Management (RSM) meetings to report on project status and escalationsUtilize tools such as Google Earth, GIS, CC&B, and SAP to support outreach planning and executionTravel & EquipmentApproximately 50% travel within assigned counties (job walks, open houses, answer centers, customer meetings)Occasional travel to San Ramon for quarterly meetings or trainingsCompany-provided PPE, laptop, mobile phone, docking station, and ergonomic equipmentMileage and meal reimbursement available with prior manager approval per PG&E policyQualificationsMinimum RequirementsBachelor’s degree in engineering, business, marketing, communications, or related field(or equivalent relevant experience)4 years of experience in customer service, project/program management, construction, utilities, or energy-related rolesValid California driver’s license (or ability to obtain by start date)Preferred Qualifications3 years in customer-facing rolesStrong attention to detail in documentation, work planning, training, and safetyProven ability to work independently and manage multiple prioritiesExperience influencing cross-functional or matrixed teamsStrong negotiation, presentation, and stakeholder communication skillsComfortable communicating with internal leaders up to director levelProficiency in Excel, Word, and PowerPointExperience developing executive-level messaging and customer communicationsCompany Description• Come get Swoon’d!! • Swoon handles the staffing need of over 80 Fortune 500 clients. • We have won Best and Brightest Companies to Work for in the Nation Award 6 years in a row. • Swoon was also awarded the Inc. 5000 Fastest Growing Private Companies in the US from 2016 – 2020.
Salary : $76