This position will be filled at the Customer Outreach Specialist I or II level, contingent upon the education and experience of the selected candidate.

Customer Outreach Specialist I Overview This customer outreach position works collaboratively between the Communications and Customer Utilities departments. Facilitates and promotes open and timely information exchange between the District and customers, customer groups and business partners to enable customers to experience outstanding service. Develops and leads customer or stakeholder outreach efforts for specific projects or activities with moderate stakeholder impacts in coordination with District technical experts. Assists in managing key account communications and with facilitation of key account services. Supports outage communications for both pre-arranged outages and emergency situations. Monitors and tracks results of outreach efforts and provides reports to management. This position is the entry level position in the Customer Outreach Specialist job family. Advancement to Level II is subject to approval of the business need, budget availability, and the employee's ability to perform all of the essential functions of the higher-level role at a basic level. The typical timeline for advancement is three (3) years. Overview This position works collaboratively between the Communications and Customer Utilities departments. Manages key account communications and outreach activities, and assists with facilitation of key account services. Leads, facilitates and promotes open and timely information exchange between the District and customers, customer groups and business partners to enable customers to experience outstanding service. Develops and leads complex customer or stakeholder outreach campaigns in coordination with District technical experts. Supports outage communications with business customers for both pre-arranged outages and emergency situations. Monitors and tracks activities surrounding the District's customer service programs and identifies opportunities for improvements. This position is the career level position in the Customer Outreach Specialist job family.

Customer Outreach Specialist I Responsibilities

Assist in the planning and execution of stakeholder engagement and customer outreach for Customer Utilities projects and services using the International Association for Public Participation (IAP2) framework. Assess and evaluate customer communication needs, develop customer outreach plans for projects, and proactively support and communicate outreach messages to stakeholders. Establish and administer outreach procedures that adhere to the District's Stakeholder Engagement Plan. Lead and facilitate community engagement efforts for small projects or portions of larger projects, as assigned.

Assist the Customer Outreach Specialist II with key accounts communications and outreach activities using the American Public Power Association (APPA) framework. Coordinate, schedule, and facilitate customer and key account meetings as needed with various District staff. Assist with defining service opportunities. Communicate District rates, policies and service options to key account holders.

Facilitate and coordinate open timely information exchanges between customers and appropriate District staff in multiple departments. Troubleshoot and/or investigate customer concerns, complaints and needs, bringing those that require further action to the attention of the appropriate supervisor. Work as a liaison between customers, engineers and other District service workgroups to communicate customer requests and issues. Participate in the District's outage communications on-call rotation.

Track, monitor and prepare management reports on upcoming and ongoing customer growth projects and activities.

Assist with District wide outr