Senior Field Customer Service/Outreach Specialist
Sedaa Corporation, Madera, CA, United States
Senior Field Customer Service/Outreach Specialist
Job ID: Sedaa4305 | Location: Mariposa, CA (Office & Service Center) | Pay Range: $100-105K annually. This position is hybrid – 50% remote and 50% field.
Travel: 50% of the time, primarily within the Mariposa/Calaveras/Stockton county area. Travel may include San Ramon, Oakland, Rocklin, Stockton, and other surrounding counties.
Department Overview
The Local Customer Experience organization supports a positive “One PG&E” customer experience and drives coordinated gas and electric operations, community education, and local economic vitality. It ensures the voice of the customer is represented in initiatives and supports post‑launch customer needs.
Position Summary
The Senior Field Outreach Specialist is part of the Customer Engagement team and focuses on educating and addressing customer concerns about System Hardening and Undergrounding projects. The role collaborates with specialists, regional service management teams, and partners to deliver comprehensive outreach, manage customer relationships, resolve escalations, and document communications.
Job Responsibilities
Become a subject matter expert on the System Hardening and Undergrounding Program.
Review planned work and execute comprehensive customer outreach with partnering organizations, ensuring ample communication related to visible field work.
Collect, coordinate, organize, and deliver outreach plans and deliverables on time.
Utilize resources such as Google Earth, GIS, CC&B, and SAP for outreach preparation.
Initiate strong working relationships and lead coordination with project managers, construction teams, Public Affairs, Land Management, Environmental Management, and others.
Develop local tactical plans and customized outreach plans for specific projects.
Tailboard and educate internal and external project crews on customer concerns.
Route and manage complex customer concerns promptly, both via phone and in person.
Facilitate customer escalations, including legal claims and restoration efforts.
Consistently document customer communications and record outreach completion (mailing letters, phone calls, meetings, door‑to‑door canvassing).
Attend RSM meetings and update on key projects and escalations.
Develop and host Open Houses and community‑based organization presentations to proactively educate customers.
Qualifications – Minimum
Bachelor’s degree in engineering, business, marketing, communications, or related field, or equivalent work experience.
4 years of customer service, program management, project management, gas/electric construction, and/or energy efficiency sales or service experience.
Valid California driver’s license or ability to obtain by first day of employment.
Qualifications – Desired
Positive, enthusiastic, collaborative, customer‑centric self‑starter.
Detail‑oriented and meticulous on documentation, planning, training, and safety.
Accountable, dependable, and proactive with limited supervision.
3+ years of previous customer‑facing service or roles.
Proficient at leading and influencing matrixed teams with limited guidance.
Ability to provide proactive, high‑quality service while resolving complex issues.
Advanced knowledge of assigned area of expertise.
Effective negotiator and communicator at director level and below.
Intermediate proficiency with Excel, Word, PowerPoint, and other tools.
Strong presentation and time‑management skills.
Experience developing executive messaging and communications.
Equipment & Reimbursement
The client provides PPE, laptop, work cellphone, docking station, and ergonomic equipment for remote work. On‑site work uses hotel stations. Mileage and meal reimbursement are available with prior manager approval under the client’s standard.
No C2C (temporary contract‑to‑contract) or non‑local candidates. Only local candidates are considered.
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Job ID: Sedaa4305 | Location: Mariposa, CA (Office & Service Center) | Pay Range: $100-105K annually. This position is hybrid – 50% remote and 50% field.
Travel: 50% of the time, primarily within the Mariposa/Calaveras/Stockton county area. Travel may include San Ramon, Oakland, Rocklin, Stockton, and other surrounding counties.
Department Overview
The Local Customer Experience organization supports a positive “One PG&E” customer experience and drives coordinated gas and electric operations, community education, and local economic vitality. It ensures the voice of the customer is represented in initiatives and supports post‑launch customer needs.
Position Summary
The Senior Field Outreach Specialist is part of the Customer Engagement team and focuses on educating and addressing customer concerns about System Hardening and Undergrounding projects. The role collaborates with specialists, regional service management teams, and partners to deliver comprehensive outreach, manage customer relationships, resolve escalations, and document communications.
Job Responsibilities
Become a subject matter expert on the System Hardening and Undergrounding Program.
Review planned work and execute comprehensive customer outreach with partnering organizations, ensuring ample communication related to visible field work.
Collect, coordinate, organize, and deliver outreach plans and deliverables on time.
Utilize resources such as Google Earth, GIS, CC&B, and SAP for outreach preparation.
Initiate strong working relationships and lead coordination with project managers, construction teams, Public Affairs, Land Management, Environmental Management, and others.
Develop local tactical plans and customized outreach plans for specific projects.
Tailboard and educate internal and external project crews on customer concerns.
Route and manage complex customer concerns promptly, both via phone and in person.
Facilitate customer escalations, including legal claims and restoration efforts.
Consistently document customer communications and record outreach completion (mailing letters, phone calls, meetings, door‑to‑door canvassing).
Attend RSM meetings and update on key projects and escalations.
Develop and host Open Houses and community‑based organization presentations to proactively educate customers.
Qualifications – Minimum
Bachelor’s degree in engineering, business, marketing, communications, or related field, or equivalent work experience.
4 years of customer service, program management, project management, gas/electric construction, and/or energy efficiency sales or service experience.
Valid California driver’s license or ability to obtain by first day of employment.
Qualifications – Desired
Positive, enthusiastic, collaborative, customer‑centric self‑starter.
Detail‑oriented and meticulous on documentation, planning, training, and safety.
Accountable, dependable, and proactive with limited supervision.
3+ years of previous customer‑facing service or roles.
Proficient at leading and influencing matrixed teams with limited guidance.
Ability to provide proactive, high‑quality service while resolving complex issues.
Advanced knowledge of assigned area of expertise.
Effective negotiator and communicator at director level and below.
Intermediate proficiency with Excel, Word, PowerPoint, and other tools.
Strong presentation and time‑management skills.
Experience developing executive messaging and communications.
Equipment & Reimbursement
The client provides PPE, laptop, work cellphone, docking station, and ergonomic equipment for remote work. On‑site work uses hotel stations. Mileage and meal reimbursement are available with prior manager approval under the client’s standard.
No C2C (temporary contract‑to‑contract) or non‑local candidates. Only local candidates are considered.
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