Customer Outreach Coord

The Customer Outreach Coordinator is responsible for managing customer outreach and project communications for System, Public Improvement, New Customer Construction and Maintenance projects. This role acts as a customer advocate and customer liaison during project planning to minimize customer impacts when possible. Additionally, this role engages directly with customers to relay information, and address customer concerns, as well as coordinates with the Project Managers 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.

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

Additionally, this role assists the Communications and Customer Outreach teams during emergency response.

The Customer Outreach Coordinator upholds the safety compliance standards inherent in PSE's operating and/or field procedures related to work responsibilities, as well as promotes and supports a culture of total safety.

The individual in this position demonstrates a commitment to conduct business honestly, ethically and consistent with our core values and Code of Conduct, and ensures duties are performed in accordance with all regulatory compliance obligations.

• 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-facting 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.
• Assist with developmental goals, strategies, tactics, and metrics.
• Acts as a subject matter expert for online comunication tools and notification processes used by the Project Manafers, as needed. Trains Project Managers and other technical staff on notification processes and online tools.
• Identifies opportunities to evolve PSE's communication 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 needed in ther assigned regions (an example would be Major Projects).
• Ability to work nights or weekends as needed.
• Performs emergency storm duties.
• Performs other duties as assigned.

• 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

• Bachelor's degree in Communications, Media, Business Innovation, Marketing, Strategic Leadership/Management, or related field, for an equivalent combination of education and experience.
• 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
• Experience with public infrastructure outreach