New job Customer Outreach Coordinator in Washington

Job Description

Responsible for managing customer outreach and project communications for System, Public Improvement, New Customer Construction and Maintenance projects. Acts as a customer advocate and customer liaison during project planning to minimize customer impacts when possible. Engages directly with customers to relay information and address customer concerns. Coordinates with Project Manager and other internal groups, including Customer Outreach, Communications, Customer Care and Government Affairs, to develop and implement cohesive engagement plans and share project-related information.

Assists with development and implementation of outreach and communications plans for Major Projects and other company initiatives as needed.

Assists the Communications and Customer Outreach teams during emergency response.

Upholds the safety compliance standards inherent in PSE’s operating and/or field procedures related to work responsibilities. Promotes and supports a culture of total safety.

Job Responsibilities

• Assesses the outreach needs for specific projects based on project impacts, benefits, location, and other factors.
• Develops and implements customer outreach and communications strategy and tactics for hundreds of projects per year, in coordination with the Project Managers, to effectively provide project information and reduce potential project opposition.
• Develops collateral for customer notification, including templates, postcards, letters, emails, outbound call scripts, door hangers, presentations, maps and graphics, and video support. Coordinates with Corporate Communications to ensure consistency in PSE messages, voice and brand. Manages printing and graphics contractors.
• Manages relationships with affected customers on behalf of the Project Managers. Represents PSE in the field by engaging directly with customers, answering questions and acting as a liaison between the customer and project team.
• Acts as a customer advocate. Raises issues on the customers’ behalf, works with the Project Managers to address customer concerns.
• Coordinates with internal groups to ensure information is being shared to customer-facing employees and cohesive public outreach strategies and plans are developed.
• Coordinates with PSE’s Municipal Relations and Government Affairs groups to ensure jurisdictional notification requirements are met and city issues are addressed.
• Inputs and updates project information on the PSE website.
• Assists with development of goals, strategies, tactics and metrics.
• Acts as a subject matter expert for online communication tools and notification processes used by the Project Managers, as needed. Trains Project Managers and other technical staff on notification processes and online tools.
• Identifies opportunities to evolve PSE’s communications tactics, strategies and approaches, including new media technology, engagement strategies and processes.
• Use necessary programs such as SAP in developing and implementing outreach materials and address lists.
• Supports other Communication Initiatives team members as need in their assigned regions (an example would be Major Projects).
• Ability to work nights or weekends as needed.
• Performs emergency and storm duties.
• Performs other duties as assigned.

Minimum Qualifications

• Associate’s degree in Communications, Media, Business or related field. Equivalent combination of education and experience may suffice.
• 3 years’ related communications and/or customer outreach experience
• Excellent written and oral communication skills
• Ability to support complex projects with cross functional teams in a fast paced environment
• Ability to operate in a remote office with leadership at corporate headquarters

Desired Qualifications

• Experience with community outreach and comfort with engaging directly with customers
• Extremely detail oriented and able to support complex projects with cross-functional teams in an ever-changing and fast-paced environment. Ability to track project status for multiple projects at once is imperative.
• Ability to raise issues and concerns in a respectful and collaborative manner
• Strong leadership, interpersonal and relationship-building skills
• Comfortable working through conflict
• Ability to problem-solve and be creative when working with Project Managers and teams to find solutions on behalf of our customers
• Strong focus on customer service
• Broad understanding of the natural gas system, as well as other topics of customer interest, including company initiatives, safety, EMF, energy efficiency and billing
• Experience working in a team-based organizational structure
• Strong project management skills
• Experience in coordinating and/or managing relationships with outside vendors
• Proficiency with Microsoft Office
• Proficiency with Adobe Suite
• Experience with public infrastructure outreach

Additional Information