Fiber Customer Service Outreach Specialist
: Job Details :

** Fiber Customer Service Outreach Specialist**

* Job ID: 11845

* Location: IB5 (Fiber)

* Full/Part Time: Full-Time

* Regular/Temporary: Regular

**LIVE, WORK AND PLAY!**

Chelan County PUD is located in the geographical center of Washington State at the confluence of the Columbia and Wenatchee rivers. A public power leader, the complex and progressive nature of PUD operations offer a unique mix of challenges and opportunities.

We rely on the mighty Columbia River for much of our hydropower generation and we're proud to take a leadership role in environmental stewardship as related to this great river system. Each year we dedicate millions of dollars and thousands of work hours to protect and enhance fish, wildlife and plant ecosystems. As part of hydropower operations, we've also built 14 parks that serve more than 3 million visitors each year.

Rated by Forbes in 2017 and 2019 as one of the top 25 places to retire, Wenatchee is a recreational paradise with an abundance of adventure. The natural scenic beauty of the Wenatchee Valley provides a vivid backdrop to its thriving economy, where the quality of life is high and the climate is moderate with four distinct seasons, including more than 200 days of sunshine!

We are a small town to some and big city to others. We invest in our children and believe that education is the key to our future success.

We live a life of abundant choices and enjoy water sports on the Wenatchee and Columbia rivers, hiking, biking, rock climbing and unlimited golfing. Downhill and cross-country skiing are just minutes away. The area is also known for producing quality wines.

Consider Chelan PUD as a career choice today! The community is waiting for you.

Chelan PUD is an Affirmative Action/Equal Opportunity Employer and values diversity at all levels of its workforce. M/F/Vet/Disabled

**APPLICATION MATERIALS**

Applicants are required to submit a combined cover letter and resume in one document.

Along with your resume, please provide a cover letter addressing the following

- Your experience providing customer-facing communications

- Your experience developing public outreach plans

- Your experience developing and implementing business processes

Incomplete materials will not be considered. To expedite the application process, combine your cover letter and resume into one PDF or WORD document before applying and upload electronically when requested in the online application process.

This position is OPEN UNTIL FILLED and applicants are encouraged to apply immediately. The first review date for application materials is scheduled for December 3.

Interested parties are also invited to contact Human Resources at ...@chelanpud.org to discuss the position.

**SALARY RANGE**

In addition to a competitive starting salary range of $67,200-$84,000 (based on qualifications, skills and abilities), Chelan PUD employees also enjoy outstanding benefits which include the option of a zero cost medical plan (medical, dental and vision for all eligible dependents), short and long-term disability, Washington State Public Employee's Retirement System, Deferred Compensation (with company matching funds up to 5%), 11 holidays and initial personal leave accrual at 21 days per year.

Introductory Period: New employees holding regular positions must complete an introductory period of twelve months.

**JOB POSTING**

JOB PURPOSE: The Fiber Customer Service Outreach Specialist is responsible for all aspects of customer service, from contact with the customer to developing strategies and business processes to improve customer service. The incumbent promotes excellent customer service as a single point of contact, acting as an advocate for the customer within the District. Bilingual fluency in English and Spanish is preferred.

JOB FUNCTIONS: To perform this job successfully, an individual must be able to perform each essential function of the job satisfactorily.

- 35% Facilitate and coordinate open timely information exchanges between customers and Fiber 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 coordinate timely resolution of customer requests and issues. Monitor pending customer orders to keep connections on track.

- 20% Plan and execute stakeholder engagement and customer outreach for Fiber & Telecoms programs and services: Assess and evaluate customer communication needs, develop customer outreach plans for programs, and proactively support and communicate outreach messages to stakeholders. Administer outreach procedures that adhere to the District's Stakeholder Engagement Plan. Lead and facilitate community and Service Provider engagement efforts for Fiber programs, large capital projects, rate changes, or other similar efforts. Maintain Fiber webpage.

- 15% Develop and implement business processes related to customer, District and Service Provider requirements.

- 10% Act as primary contact between Service Providers and the District: Facilitate Service Provider communications and outreach activities. Responsible for establishing and maintaining productive working relationships with Service Providers. Coordinate, schedule, and facilitate Service Provider meetings with various District staff. Assist with defining service opportunities. Communicates Fiber rates, policies, and service options to Service Providers.

- 10% Track, monitor and prepare management reports on upcoming and ongoing customer programs and activities. Perform analysis on statistical data and impacts on customer targets and metrics.

- 10% Maintain and process monthly billing for Service Providers. Serve as primary point of contact for Service Providers for billing issues. Draft and coordinate service contracts as required.

- Ongoing Drive a motorized vehicle while conducting business on behalf of the District.

- Ongoing Maintain regular and predictable attendance: Perform related duties and responsibilities as required. Comply with District policies. Complete all required training. Maintain a working knowledge and comply with District safety procedures and specific safety requirements of this position, and those in accordance with applicable provisions of the Revised Code of Washington (RCW) and Washington Administrative Code (WAC).

Bachelor's degree (B. S., B. A. from a college or university) in Communications, Marketing or Business Administration; or equivalent combination of education and experience.

Experience: Typically requires a minimum of three (3) years demonstrated progressively responsible customer facing communications, or public outreach experience. Related experience in the Fiber/Telecom industry, Utilities industry, and/or Broadband Retail Service preferred.

Specific KSA's: A fully skilled incumbent will have the following specific knowledge, skills, and abilities.

Knowledge

* In depth knowledge of Fiber & Telecom programs, operating policies, retail rates and service regulations

* In depth knowledge of the typical processes for planning, engineering and operational activities supporting routine work and major construction projects

* Broad knowledge of utility industry operations and activities

Skills & Abilities:

* Excellent written and verbal communications skills

* Strong interpersonal skills

* Presentation skills

* Strong organizational skills

* Problem solving skills

* Strong Facilitation skills

* Adaptable and open-minded to new situations or directives

* Identify potential reputational issues and significant customer issues impacting District interests, and present recommendations and potential solutions in a clear and concise manner to decision-makers.

* Communicate technical information clearly to lay audiences both in writing and through public speaking.

* Interact with s