Job Description

Requisition ID # 169721

Job Category: Customer Support / Operations

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Santa Cruz

Department Overview

The Local Customer Experience organization’s mission is to enable and support a positive “One PG&E” 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 PG&E, 2) proactive, targeted and transparent multi-channel customer and community education that reinforces the value of PG&E 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.

This position focuses on customer communications and outreach and will be responsible for educating and addressing customer concerns regarding gas and electric management projects within the Central Coast/South Bay Region. The Specialist will collaborate with a team of other Specialists throughout the PG&E service territory and with their local Division Leadership Teams.

This position requires regular travel throughout Santa Cruz and Santa Clara Counties at minimum 50%+ of time. When not in the field, the position will work from your home office 4 days per week, with in-person office visits monthly and/or quarterly team meetings.

PG&E is providing the full salary/pay range for this position. The actual amount paid to an individual will be based on multiple factors, including, but not limited to, internal equity,specific skills, education, licenses or certifications, experience, market value, and geographic location. The range to reasonably expect will be around the minimum and the midpoint, $98,000 - $122,000 of the range. The final decision will be made on a case-by-case basis related to the factors above. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs.

Bay Area Min: $98,000.00

Bay Area Mid: $122,000.00

Bay Area Max: $146,000.00

Job Responsibilities

• Subject Matter Expertise: Provide technical/complex customer service support for the organization and other internal business partners on subject matter of expertise/assignment as needed and monitors performance.
• Subject matter expert on assigned electric or gas management programs.
• 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 DLT meetings to educate and update on key projects and any customer escalations.
• Emergency Operations: Expected to fulfill Customer Strategy Officer (CSO) position on a rotational basis throughout the year and support emergency response.
• Develop and host Open Houses, community-based organization (CBO) presentations, and other appropriate efforts for educating customers proactively regarding programs and projects.
• Provide development support for and provide training and SME support for partnering organizations.
• Manage budget expenditures and provide direction and coaching to peers.
• Service Solutions Leadership: Provides support to the organization and has advanced knowledge of various service offerings, typically specializing in specific operational areas or local/regional business needs. Leads and coordinates unique and innovative service solutions for complex, technical service requirements using a network of internal and external resources. Regularly interfaces with partnering organizations to communicate and drive awareness of the customer experience, as it relates to service operations.
• Serves as a team lead related to specific area of expertise and assigned initiatives.
• Person to Person Service Enhancement: Assess the customer service needs of the organization and other customer-facing groups to Influence, develop or drive the development of new resources and tools for enhanced customer service.
• Person to Person Customer Education: May assist and/or develop and host education centers, workshops, webinars, presentations and other vehicles for educating customers proactively regarding the area of expertise.
• Customer Strategy: Participates in the development/review of company business process changes and initiatives that are expected to have heavy customer impact, including the development of comprehensive customer education strategies and outreach.
• Customer Recovery: Participates in/supports the handling of escalated customer concerns, related to areas of expertise, in a timely and thorough manner, in accordance with customer needs.

Qualifications

Minimum:

• Cluster-Bachelors Degree in Accounting, Business Administration, Economics, Finance, Marketing, Mathematics, Engineering or job-related discipline or equivalent experience
• Job-related experience, 4 years
• CA Class C License, or equivalent
• Ability to travel within Santa Cruz and Santa Clara Counties, 50 percent and up to 100 percent of working time

Desired:

• Experience in customer service, 5 years