Customer Experience Specialist

Company: Swoon Staffing
Location: San Rafael
Posted on: January 14, 2026

Job Description:

Job Description Job Description Duration: 12 Months Location: San Rafael, CA (Local Candidates Only) Travel: ~50% local travel (county-level) Work Type: Hybrid (Field / Home Office / Local Office) Pay Rate: $76/h Job Overview We are seeking a Senior Field Outreach Specialist to join the Local Customer Experience team, supporting customer communications and community outreach for PG&E System Hardening and Undergrounding projects in the Marin area. This role is highly customer-facing and field-oriented, requiring a detail-driven, self-motivated professional who can independently manage outreach activities, customer education, and issue resolution while collaborating with cross-functional internal teams. Key Responsibilities Serve as a subject matter expert on System Hardening and Undergrounding programs Plan and execute comprehensive customer outreach strategies for assigned projects Coordinate outreach plans and deliverables with internal partners and external stakeholders Develop customized, project-specific outreach plans based on in-field insights Build and maintain strong working relationships with Project Managers and regional teams Lead coordination efforts with Construction, Public Affairs, Environmental, Land Management, and Program teams Educate internal and external crews through tailboards regarding customer concerns and expectations Proactively manage and resolve complex customer issues via phone, in-person meetings, and field visits Facilitate customer escalations, including legal claims and restoration coordination when needed Consistently document all customer communications and outreach activities Conduct outreach through mailings, phone calls, meetings, door-to-door canvassing, Open Houses, and community presentations Attend Regional Service Management (RSM) meetings to report on project status and escalations Utilize tools such as Google Earth, GIS, CC&B, and SAP to support outreach planning and execution Travel & Equipment Approximately 50% travel within assigned counties (job walks, open houses, answer centers, customer meetings) Occasional travel to San Ramon for quarterly meetings or trainings Company-provided PPE, laptop, mobile phone, docking station, and ergonomic equipment Mileage and meal reimbursement available with prior manager approval per PG&E policy Qualifications Minimum Requirements Bachelor’s degree in engineering, business, marketing, communications, or related field (or equivalent relevant experience) 4 years of experience in customer service, project/program management, construction, utilities, or energy-related roles Valid California driver’s license (or ability to obtain by start date) Preferred Qualifications 3 years in customer-facing roles Strong attention to detail in documentation, work planning, training, and safety Proven ability to work independently and manage multiple priorities Experience influencing cross-functional or matrixed teams Strong negotiation, presentation, and stakeholder communication skills Comfortable communicating with internal leaders up to director level Proficiency in Excel, Word, and PowerPoint Experience developing executive-level messaging and customer communications Company Description • Come get Swoon’d \t• Swoon handles the staffing needs of over 80 Fortune 500 clients. \t• We have won Best and Brightest Companies to Work for in the Nation Award 6 years in a row. \t• Swoon was also awarded the Inc. 5000 Fastest Growing Private Companies in the US from 2016 – 2020. Company Description • Come get Swoon’d\r\n\t• Swoon handles the staffing needs of over 80 Fortune 500 clients.\r\n\t• We have won Best and Brightest Companies to Work for in the Nation Award 6 years in a row.\r\n\t• Swoon was also awarded the Inc. 5000 Fastest Growing Private Companies in the US from 2016 – 2020.

Keywords: Swoon Staffing, Concord , Customer Experience Specialist, Energy / Utilities , San Rafael, California