Senior Field Outreach Specialist
Global Technical Talent, an Inc. 5000 Company, California, MO, United States
Job Title
Senior Field Outreach Specialist
Location
Mariposa, CA and Madera, CA
Contract Details
Position Type:
Contract
Duration:
12 months
Pay Rate:
$70.00–$75.00 / Hour (USD)
Shift / Schedule:
Regularly attend monthly and/or quarterly team meetings or as business needs require. Occasional travel to San Ramon for quarterly Staff Meetings or program trainings.
Travel Requirements:
50% travel associated with assigned projects within the assigned work area (typically on the county level – distance may vary based on county size). Travel will generally be from home or office location to specific project sites, supporting job walks, tailboards, customer meetings, etc. Travel may also include meetings such as San Ramon, Oakland, Rocklin, Stockton etc. Ability to support counties in surrounding areas required. Mileage reimbursement and meal reimbursement for travel within existing reimbursement standards available with prior manager approval.
Work Authorization:
Must possess a valid California driver's license or ability to obtain by first day of employment.
Job Summary
The Senior Field Outreach Specialist will be a member of the Customer Engagement team focused on customer communications and outreach, responsible for educating and addressing customer concerns regarding System Hardening and Undergrounding projects within the service territory. The Specialist will collaborate with a team of other Specialists throughout the service territory and with their local Regional Service Management Team. This position requires regular travel at minimum 50% of time with occasional travel to San Ramon for quarterly Staff Meetings or program trainings. When not in the field, the position will primarily work from your home office and the local office, with monthly and/or quarterly team meetings or as business needs require.
Key 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
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 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
Minimum Qualifications
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
Valid California driver's license or ability to obtain by first day of employment
Desired Qualifications
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
Work Environment / Physical Requirements
The client will provide PPE, a laptop, a work cellphone, and a docking station.
Any additional ergonomic equipment required for remote work must be evaluated and supplied by the vendor, including a desk and chair.
For on‑site work, hotel stations will be available, equipped with monitors, keyboards, mouse, headsets, cameras, and other standard peripherals.
For remote work, all necessary equipment beyond the client‑provided items must be provided by the vendor.
Benefits
Medical, Vision, and Dental Insurance Plans
401k Retirement Fund
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Senior Field Outreach Specialist
Location
Mariposa, CA and Madera, CA
Contract Details
Position Type:
Contract
Duration:
12 months
Pay Rate:
$70.00–$75.00 / Hour (USD)
Shift / Schedule:
Regularly attend monthly and/or quarterly team meetings or as business needs require. Occasional travel to San Ramon for quarterly Staff Meetings or program trainings.
Travel Requirements:
50% travel associated with assigned projects within the assigned work area (typically on the county level – distance may vary based on county size). Travel will generally be from home or office location to specific project sites, supporting job walks, tailboards, customer meetings, etc. Travel may also include meetings such as San Ramon, Oakland, Rocklin, Stockton etc. Ability to support counties in surrounding areas required. Mileage reimbursement and meal reimbursement for travel within existing reimbursement standards available with prior manager approval.
Work Authorization:
Must possess a valid California driver's license or ability to obtain by first day of employment.
Job Summary
The Senior Field Outreach Specialist will be a member of the Customer Engagement team focused on customer communications and outreach, responsible for educating and addressing customer concerns regarding System Hardening and Undergrounding projects within the service territory. The Specialist will collaborate with a team of other Specialists throughout the service territory and with their local Regional Service Management Team. This position requires regular travel at minimum 50% of time with occasional travel to San Ramon for quarterly Staff Meetings or program trainings. When not in the field, the position will primarily work from your home office and the local office, with monthly and/or quarterly team meetings or as business needs require.
Key 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
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 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
Minimum Qualifications
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
Valid California driver's license or ability to obtain by first day of employment
Desired Qualifications
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
Work Environment / Physical Requirements
The client will provide PPE, a laptop, a work cellphone, and a docking station.
Any additional ergonomic equipment required for remote work must be evaluated and supplied by the vendor, including a desk and chair.
For on‑site work, hotel stations will be available, equipped with monitors, keyboards, mouse, headsets, cameras, and other standard peripherals.
For remote work, all necessary equipment beyond the client‑provided items must be provided by the vendor.
Benefits
Medical, Vision, and Dental Insurance Plans
401k Retirement Fund
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