Energy Delivery Outage Coordinator (ESC) - Concord
Requisition ID # 88495
Job Category :
Maintenance / Construction / Operations
Job Level :
Individual Contributor
Business Unit:
Electric Operations
Job Location :
Concord
Department Overview
The men and women of Electric Operations ensure the delivery of safe and reliable electric service to our customers.
Electric Operations is responsible for every aspect of PG&E's electric distribution and transmission operations, including planning, engineering, maintenance and construction, asset management, business planning, restoration and emergency response.
Position Summary
This position is represented by Engineers and Scientists of California (ESC) and is subject to collective bargaining.
The Energy Delivery Outage Coordinator has a key role within System Operations and Control.
This position is the primary point of contact to assist customers with understanding the impact of a planned distribution electrical outage.
You will act as the customer advocate and are involved in scheduling planned shutdown dates and customer conflict resolution.
This position will be responsible for customer notification and coordination of planned electrical outages including proactive outreach to customers via phone or in conjunction with the account representatives.
This position includes office work and appropriate site visits when necessary.
You must be able to travel at least 10% of the time.
Job Responsibilities
Customer Contact
- Responsible for all aspects of planned electrical distribution outage communication with customers in accordance with S-1418.
Assist customers with understanding the reasons for planned outages and provides timely responses to customer inquiries. - Partner with Division Leader Team (DLT) and Customer Outreach for communication with sensitive business customers and involves Media Relations as needed on planned distribution outages with potential public interest.
- Involved in negotiation of planned shutdown dates, balancing customer needs with M&C's overall operational plan.
Gain trust of outside parties to achieve a positive experience relating to planned outage.
Make decisions and applies judgment based on guidelines, understanding that final authority for scheduling is at superintendent level or above. - Exercise special care with key customer groups (e.
g.
, commercial, industrial, schools, health and assisted living facilities).
Facilitate resolution of customer concerns.
Participates in dispute resolution on claims investigations and escalated legal matters.
Planning
- Participate in planning outage impact discussions on larger projects to address potential customer satisfaction risks.
Review customer list that is generated for planned shutdown to assist in determining accuracy of affected customers within planned outage area.
May also support review of clearance points.
Notify mapping for corrections if errors are identified.
Provides appropriate safety and other customer information to construction personnel.
Compliance Manager
- Promote adherence to S-1418 by the energy delivery organization.
- Administer Quality Assurance Service Guarantee 9 (QAS9) of the Quality Assurance program as mandated by the CPUC and approve all QAS9 program payouts based on QAS9 requirements.
- Adhere to record retention requirements as outlined in S-1418.
Reporting Analysis
- Review planned outage performance metrics.
Analyzes data and reports performance to local matrix organizations.
Provide local management with guidance to improve results.
Process Improvement
- Develop and implement training to M&C personnel on tools associated with outage communication (ex:
Application Planned Outage Planner).
Develop and conduct training on S-1418 and associated outage-related metrics. - Participate in local cross-collaboration teams to improve processes and improve overall results in the areas of outage planning and communication.
Develop and conduct training on new tools, procedures and processes designed to improve planned outage performance.
Take ownership in customer advocate role in support of all planned electric distribution outage customer communications.
Continually seek out new and better ways of improving planned outage communication process. - Maintain data integrity within specialized applications (e.
g.
, Planned Outage Planner-POP) to provide accurate and timely information to Contact Centers. - Work with other area Outage Coordinators to ensure consistency of process and share best practices.
Emergency Response
- May assist in outage restoration and/or communication during Operations Emergency Center (OEC) activations.
During normal business hours, the OEC support role is in an Alternate capacity.
Safety
- Safety is demonstrated and considered in completing all job assignments, as dictated in USP 22 and associated guidelines.
Communicates potential safety issues to customers associated with planned outages.
Qualifications
Minimum:
- Bachelor s degree from an accredited college or its equivalent in appropriate education and experience which may include 3 or more years in PG&E Technical Services, Maintenance & Construction, Customer Contact Operations or other relevant work
- Valid California Driver s License or the ability to obtain one by first day of employment
Desired:
- Must have strong customer contact, communication and analytical skills and the ability to lead/influence others
- Ability to demonstrate and/or exhibit focus on safety, strong verbal and written communication skills, analytical, organizational, facilitation, conflict resolution, coordinating and problem-solving skills.
- Ability to work with limited supervision to meet project commitments.
- Demonstrate informed judgment when making decisions and recommendations.
- Proven ability to work effectively in cross-functional teams.
- Committed to providing superior customer service and commitment to excellence.
- Basic understanding of related elements of PG&E's electrical system.
- Understanding of Advice Letter 1737-E (Rule 14), UO Standard S-1418 and CPUC mandated Quality Assurance Program Item QAS9.
- Computer skills and application knowledge (CC&B, WEBVIEWER, ILIS, OMT/OIS, BPM-PSL, ECCO Clearance Application)
Estimated Salary: $20 to $28 per hour based on qualifications.
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