Senior Field Outreach Specialist
Spectraforce Technologies, California, MO, United States
Title
Senior Field Outreach Specialist
Location
Mariposa, CA, and Madera, CA (Hybrid - 50% remote and 50% in field)
Duration
12 months
Travel information
Travel will be 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. They should be able to support counties in surrounding areas.
Top Things
3 years of customer facing experience
Detail‑oriented and meticulous on documentation, work planning, training and safety
Accountable, self‑starter
Department Overview
The Local Customer Experience organization's mission is to enable and support a positive customer experience that actively contributes to a vibrant local economy.
The 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 the client; 2) proactive, targeted and transparent multi‑channel customer and community education that reinforces the value of the client and mitigates potential customer concerns; and 3) active support for local community, customer and economic vitality.
It 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 responses to post‑launch customer needs.
Position Summary
The Senior Field Outreach Specialist will be a member of the Customer Engagement team.
The position will focus on customer communications and outreach, educating and addressing customer concerns regarding System Hardening and Undergrounding projects within the client service territory.
The Specialist will collaborate with a team of other Specialists throughout the client service territory and with the local Regional Service Management Team.
This role requires regular travel (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 a home office and local office, with monthly and/or quarterly team meetings as business needs require.
Job 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 to ensure ample customer communications related to visible field work.
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 project‑sponsored project managers (PMs).
Lead coordination of 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.
Qualifications
Bachelor's degree in engineering, business, marketing, communications, or a related field, or equivalent work experience.
4 years of customer service, program management, project management, gas/electric construction, energy efficiency sales and/or service experience.
Must possess a valid California driver's license or ability to obtain one by the 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 prior 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 complex issues.
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.
Proficiency with intermediate level Excel, Word, PowerPoint, and similar tools.
Strong presentation and time‑management skills.
Experience developing executive messaging and communications.
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Senior Field Outreach Specialist
Location
Mariposa, CA, and Madera, CA (Hybrid - 50% remote and 50% in field)
Duration
12 months
Travel information
Travel will be 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. They should be able to support counties in surrounding areas.
Top Things
3 years of customer facing experience
Detail‑oriented and meticulous on documentation, work planning, training and safety
Accountable, self‑starter
Department Overview
The Local Customer Experience organization's mission is to enable and support a positive customer experience that actively contributes to a vibrant local economy.
The 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 the client; 2) proactive, targeted and transparent multi‑channel customer and community education that reinforces the value of the client and mitigates potential customer concerns; and 3) active support for local community, customer and economic vitality.
It 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 responses to post‑launch customer needs.
Position Summary
The Senior Field Outreach Specialist will be a member of the Customer Engagement team.
The position will focus on customer communications and outreach, educating and addressing customer concerns regarding System Hardening and Undergrounding projects within the client service territory.
The Specialist will collaborate with a team of other Specialists throughout the client service territory and with the local Regional Service Management Team.
This role requires regular travel (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 a home office and local office, with monthly and/or quarterly team meetings as business needs require.
Job 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 to ensure ample customer communications related to visible field work.
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 project‑sponsored project managers (PMs).
Lead coordination of 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.
Qualifications
Bachelor's degree in engineering, business, marketing, communications, or a related field, or equivalent work experience.
4 years of customer service, program management, project management, gas/electric construction, energy efficiency sales and/or service experience.
Must possess a valid California driver's license or ability to obtain one by the 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 prior 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 complex issues.
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.
Proficiency with intermediate level Excel, Word, PowerPoint, and similar tools.
Strong presentation and time‑management skills.
Experience developing executive messaging and communications.
#J-18808-Ljbffr