Sr Specialist - Customer Outreach

Overview

The Sr. Specialist will support and assist with administrative, technical, financial and/or operational performance and controls, quality review and employee development functions. The Sr. Specialist will analyze trends and develop strategies to achieve excellent quality, courteous and efficient service to our customers. The Sr. Specialist will also develop and recommend new programs or enhancements to existing customer-facing programs, which result in productivity and quality improvements. The Sr. Specialist will also analyze activities to ensure the attainment of corporate and departmental goals and standards and that these activities comply with all Corporate and Department policies and procedures as well as PSC Rules and Regulations. This role requires a shared responsibility to the company outside of normal work hours to attend meetings, events and emergency duty during the evening and on weekends.

Responsibilities

• Will oversee a region within the service territory and will coordinate with other regional leads and Outreach personnel to develop effective community engagement strategies through meetings, presentations and tabling opportunities, understanding the need to pivot based on the specific needs of the community. In total, Outreach personnel are expected to divide up to 300 engagement opportunities throughout the year.
• Collaborate with Corporate Communications to develop multi-channel communication strategies through the creation of emails, direct mail communications, web content, advertising and marketing content, and talking points, among other channels, to promote various programs and resources available to customers.
• Joins a rotation that performs emergency response duties, including joining conference calls, facilitating the discussion around dry ice needs, collaborating on internal and external communications and managing the deployment of staff (potentially their own deployment) into the field to address customers during an outage or emergency. Emergency response can often require weekend and evening work.
• Identifies impediments to excellent customer service and helps develop programs/procedures to overcome them; develop and implement performance measurements to monitor quality customer service and productivity.
• Analyzes training needs within the section and develops/recommends training programs, as appropriate.
• Monitors and evaluates expenditures for labor and non-labor (materials and supplies, petty cash, etc.) as compared to prescribed limits detailed in the annual budget for the assigned area/project.
• Conducts reviews to measure overall customer satisfaction and ensure timely and efficient compliance with policies and procedures; develops recommendations for improvement and follow-up to ensure they are instituted.
• Performs and documents operational reviews of the section's activities; recommends improved procedures, as appropriate, and ensures their implementation.
• Cross-functional collaboration to execute complex projects, with other teams with a/the company, as well as external stakeholders -- such as agencies and firms, utility companies, security, customers, and senior management -- providing information, testimony and collaboration, as appropriate.
• Develop relationships internally and externally with various stakeholders (i.e. city, state and federal agencies, community groups, nonprofit companies, and schools, among others) in partnership with other departments and vendors to enhance and promote Customer Operations.
• Effectively communicates and enforces the Company's policies governing safety, code of conduct, EEO, security, chemical and substance abuse, discipline and collective bargaining agreement.
• Performs special assignments as directed by the Senior Planning Analyst, Department Manager, General Manager and/or Vice President.
• Able to use Microsoft Office 365, Adobe, Workfront, Monday.com or comparable collaboration tools, to explore data for insights, and to simplify and present information to internal and external stakeholders in collaboration with cross-functional colleagues.
• Perform project management tasks.
• Share in the responsibility to attend weeknight and weekend events, conferences or meetings, as needed.
• May perform other related assignments as required.

Qualifications

• Bachelor's Degree and 3 years of experience or
• Associate's Degree and 4 years of experience or
• High School Diploma/GED and 5 years of experience

• Prior supervisory experience is preferred.
• A minimum of 3-5 years of Work experience in Customer Service, required.
• Knowledge of all facets of Customer Operations including, but not limited to Customer Accounting, Gas & Electric Service Rates, Customer Relations, Investigations (Complaint and Billing), Auditing, and Employee Relations, required.
• Experienced team player who has demonstrated a high regard for personal responsibility and can work with little or no supervision, preferred.
• Exhibits a deep commitment to excellence and a keen attention to detail, preferred.
• Possesses quality graphical experience for PowerPoint presentations, preferred.
• Possesses excellent analytical, verbal and written communications skills (i.e. writing letters / email campaigns, talking points, flyers and other multi-media channels along with the ability to give presentations to community groups related to Con Edison programs and resources), preferred.
• Ability to make timely and sound decisions and takes initiative in attaining a high level of customer satisfaction, required.
• The ability to speak and write in languages other than English, including Spanish, Russian, Chinese or Korean, among others, preferred.

• Driver's License Required

• Ability to push, pull, and lift up to 25 pounds
• Ability to push, pull, and lift up to 40 pounds
• Sit or stand to use a keyboard, mouse, and computer for the duration of the workday

• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.
• The selected candidate will be assigned a System Emergency Assignment (i.e., an emergency response role) and will be expected to work non-business hours during emergencies, which may include nights, weekends, and holidays.