These job descriptions are examples. Looking for work?

Find JobsFind Jobs

Senior Customer Communication Representative

0 people like this description

One of Aquent’s utility clients is seeking a talented and experienced Senior Customer Communications Representative for a contract role. The client is only interested in talent currently residing in the San Francisco Bay Area.

The Senior Customer Communications Representative is responsible for developing the customer-facing messaging strategy and materials involving rate-related issues including: regulatory filings and proposed decisions for new/adjusted rates, local community choice aggregation programs, seasonal and annual rate changes, and operational notices involving rate adjustments. On these issues, the you will work closely with Customer Impact specialists—who interface with customers for escalated issues—and several other internal constituents, to develop material and guidance that provides customers and the general public with timely, relevant information about these issues, as needed.

Additionally, this person will support the Manager, Customer Communications in a variety of ad hoc projects, supporting meter-related communications, co-branding and translation guidelines, and a variety of operational communications that are delivered to customers.

Communications Strategy and Deployment
• Working with Regulatory Affairs, Customer Impact, Marketing and other internal stakeholders, develop an end-to-end communications strategy that provides customers with sufficient notice, understanding and useful information about rates-related issues, and how these initiatives support the company’s objectives.
• Collaborate with subject matter experts to define key messages for rates-related initiatives
• Translate strategy into clear, consistent and effective customer talking points for the company's representatives in the field and in Contact Centers.
• As needed, work with Customer Insights group to plan and execute measurement plans for local outreach, to help evaluate the impact of communications on customer awareness, understanding and brand favorability.
• Develop customer-facing letters and presentations on behalf of local Customer Impact reps, to inform them of impending rate filings and changes, and the impact it may have on customers’ bills
• Researches, contributes ideas, writes and edits content for external communication vehicles ensuring consistency in tone, voice and alignment with company branding principles and strategies Review, edit, counsel and approve pre-written communications from other stakeholders on an ad hoc basis to ensure conformity with approved talking points, corporate style and tone, and general communication best practices.

Collateral and Web Development
• Work with internal stakeholders to define messaging requirements, budget, timing and scopes of work for supporting collateral, including: brochures, signage, advertising, web updates and other materials that support a holistic communications strategy
• Work with internal Marcom group to execute above work based on agreed timelines, and incorporate industry best practices to produce high-quality work.
• Coordinate the review and approval of campaign materials. Significant coordination is needed among several stakeholders across the Organization to route and reconcile feedback and gain approval on deliverables.
• Ensure all finished materials meet the project objectives, and are produced without errors, consistent with established brand guidelines, communicated to internal parties and inventoried appropriately.

Budget and Project finances
• Role is responsible for working with PG&E’s Business Finance and external parties to set up, monitor and report on the status of project finances including Shopping Carts, POs, accruals.

• Ensures all finished materials are in compliance with corporate brand standards

• Preferred: Bachelor’s degree in Communications, Marketing, Public Relations or related discipline
• Significant experience writing and producing marketing communications for enterprise organizations, whether in analyst relations, public relations, investor relations or other marcom role
• Valid driver’s license required
• Typically 6+ years experience or equivalent; marketing communications background strongly desired
• Experience working in environmental or energy related field a plus
• Proficient in Microsoft Office Suite and knowledgeable about Adobe productivity software

• Ability to work effectively and efficiently in a fast-paced, team-driven environment
• Committed to customer satisfaction
• Proven ability to foster trust and collaborative partnerships with colleagues and internal stakeholders
• Able to represent PG&E professionally in public forums
• Strong analytical and organizational skills with excellent attention to detail

These job descriptions are examples. Looking for work?

Find JobsFind Jobs