Local Customer Experience Operations Specialist

Requisition ID # 155917 

Job Category: Business Operations / Strategy 

Job Level: Individual Contributor

Business Unit: Customer & Enterprise Solutions

Work Type: Hybrid

Job Location: Sacramento; Fresno; Oakland; Stockton

 

 

Department Overview

PG&E’s ability to lead the nation in delivery of safe, reliable and affordable gas and electric service to 10 million customers, across a 70,000 square mile service territory requires unrelenting operational excellence and seamless coordination across the 23,000 employees that work together to deliver on this promise. The Customer Engagement organization’s mission is to enable and support a positive “One PG&E” customer presence that actively contributes to a vibrant local economy. The Customer Engagement organization implements strategies to drive tightly coordinated gas, electric, vegetation management operations for enhanced customer experiences locally with PG&E; proactive, targeted and transparent multi-channel customer and community education that reinforces the value of PG&E and mitigates potential customer concerns; and active support for large customers, local community and economic vitality.

 

Position Summary

The work location is flexible, and the final work location will be determined between the hiring leader and the successful candidate.

The Customer Outreach (CO) Operations Specialist will execute high volume Outreach Requests (OR) deliverables submitted by Customer Outreach Specialists and Program Managers. These communications go out to external customers who are impacted by PG&E gas, electric, and vegetation management work activities. The CO Operations Specialist is responsible for reviewing assigned ORs, processing customer lists, updating communication templates with relevant project details, submitting OR to various vendor portals, and uploading final customer lists into CC&B. 

In addition, the position must document and maintain dates and notes in the CO Salesforce Tracker and keep requestors updated on the OR status. The position requires an individual who is nimble and able to adapt to emerging needs. They are also owners of their work and understand the direct customer impacts these communications have. The CO Operations Specialist also supports key procedure development and updates to standardize work. 

 

This position is hybrid, working from your remote office and your assigned work location based on business need. The assigned work location will be within the PG&E Service Territory.

 

PG&E is providing the salary range that the company in good faith believes it might pay for this position at the time of the job posting. This compensation range is specific to the locality of the job. The actual salary paid to an individual will be based on multiple factors, including, but not limited to, specific skills, education, licenses or certifications, experience, market value, geographic location, and internal equity. This job is also eligible to participate in PG&E’s discretionary incentive compensation programs. Although we estimate the successful candidate hired into this role will be placed towards the middle or entry point of the range, the decision will be made on a case-by-case basis related to these factors.

 

A reasonable salary range is:​

Bay Area Minimum: $75,000

Bay Area Maximum: $113,000

 

OR

 

California Minimum: $​71,000

California Maximum: $107,000

 

Job Responsibilities

• Manage time-sensitive, high-volume workload and ensure timely completion of Outreach Requests (OR) deliverables
• Deploy OR deliverables across various channels, including email, text, letter, postcard, and Interactive Voice Recordings (IVRs)
• Process customer lists to complete OR and upload completion to CC&B to ensure account synchronization
• Manage approved communication templates to ensure accurate information is shared with customers
• Closely document and manage areas of responsibility in the Customer Outreach (CO) Salesforce Tracker to ensure clear and accurate reporting
• Work collaboratively with team members, Outreach Specialists, and Program Managers to execute daily deliverables
• Support process improvement and work standardization
• Promote best practices across the team and organization
• Actively engage in team Daily Operating Reviews (DORs) and additional meetings, trainings, or vendor calls

 

 

Qualifications

Minimum:

• Bachelors Degree in Business Administration or Communications or job-related discipline or equivalent experience
• Job-related experience, 3 years

 

Desired:

• Salesforce experience
• Demonstrated proficiency in man