System Outage Comm Specialist

Arizona Public Service generates reliable affordable and clean energy for 2.7 million Arizonans. Our service territory stretches across the state from the border town of Douglas to the vistas of the Grand Canyon from the solar fields of Gila Bend to the ponderosa pines of Payson. As the states largest and longest-serving energy provider our more than 6000 dedicated employees power our vision of creating a sustainable energy future for Arizona.

Since our founding in 1886 APS has demonstrated a strong commitment to our customers in one of the countrys fastest growing states earning a reputation for customer satisfaction shareholder value operational excellence and business integrity.

Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow Empower Each Other and Succeed Together.

Summary

The System Outage Communications Specialists (SOCS) analyze and resolve outage related inquiries and communicate reliable and accurate information during outages.

You will:

• Provide all pertinent information regarding outages and emergencies to APS Management Advocates Office Media Claims Customer Experience Center and other internal business units and provide timely feedback and communication to key industrial commercial and residential external customers.
• Compile and analyze outage related data and prepare and disseminate reports of findings to the ACC and various APS management.
• Analyze and manage manpower to respond to outages throughout the state in the Distribution Operations Center.
• Provide critical 24/7 coverage in the Distribution Operations Centers to ensure Outage Communications processes are operating effectively to ensure timely and accurate communication during outage conditions.

Minimum Requirements

• High school diploma or equivalent plus four (4) years relevant business experience in operations marketing or customer service or an equivalent combination of education and experience.
• Must possess effective written and verbal communication skills.
• Shift work and extended shifts may be required.

Preferred Special Skills Knowledge or Qualifications:

• Oracle Customer Care & Billing (CC&B) system experience and experience with outages and Automated Distribution Management System (ADMS).
• Demonstrated proficiency in Microsoft operating systems and use of mainframe systems such as customer information and outage management systems.
• Ability to conduct research and perform data analyses to troubleshoot resolve and effectively communicate outage issues.
• Must be flexible to be available on-call and to provide 24/7 coverage to support unusual or emergency situations such as summer storms.
• Ability to perform under stressful conditions

Major Accountabilities

1) Act as central point of contact for key account customers during outage and/or emergency situations on a 24/7 essential feedback and information to customer throughout the outage situation to ensure continuous communication flow between the customer and APS management and when appropriate Media.

2) Perform essential updates and provide information to external customers through APS communication channels and ensure continuous communications are shared between internal departments during outages.

3) Provide an excellent customer experience while responding to internal/external customer inquiries. Research and resolve inquiries and complaints through compiling relevant current and historical outage information. Monitor outage management system and communicate findings verbally or through written correspondence in a manner mindful of the targeted audience.

4) Monitor ADMS and perform callouts as needed through the Automated Roster Call Out System (ARCOS) for Troublemen and crews in accordance with IBEW policies and procedures.

5) Respond to internal and external customer requests for detailed information regarding planned and unplanned system disturbances and provide pertinent details of the repair and outage restoration process through research of databases and systems relative to operations and maintenance.

6) Assist with evaluation of outage information to assure data consistency reliability and initiate corrective action plans by observing and reporting outage patterns on electrical equipment or devices inconsistent with goals and objectives.

7) Facilitate the resolution of field related issues in collaboration with CustomerExperience Center Construction/Maintenance Coordinators contractors and customers including rerouting orders to appropriate departments initiating trouble call orders and deciding the appropriate action and internal contacts to best serve the customers needs.

8) Provide consistent departmental interpretation of policies and procedures including but not limited to the processes related to planned and unplanned outages electrical equipment repairs and/or upgrades and immediate safety hazards.

9) Prepare departmental reports as required to provide daily outage duration reports to Regulatory for review and submission to the Arizona Corporation Commission (ACC).

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energys Part 810 Regulations (10 CFR Part 810) the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774) or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I Subchapter M Part 120) (collectively U.S. Export Control Laws). Therefore some positions may require applicants to be a U.S. person which is defined as a U.S. Citizen a U.S. Lawful Permanent Resident (i.e. Green Card Holder) a Political Asylee or a Refugee under the U.S. Export Control Laws. All applicants will be required to confirm their U.S. person or non-US person status. All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors. For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates (Pinnacle West) maintain a continuing policy of nondiscrimination in employment. It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal state and local laws and regulations. This policy of nondiscrimination shall include but not be limited to recruiting hiring promoting compensating reassigning demoting transferring laying off recalling terminating employment and training for all positions without regard to race color religion disability age national origin gender gender identity sexual orientation marital status protected veteran status or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations please refer to EEO is the Law poster. Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States refer to E-Verify poster. View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

In compliance with the Drug Free Workplace Act of 1988 the Company is committed to a work environment that is free from the effects of alcohol and controlled substances and free from the abuse or inappropriate use of prescribed and over-the-counter medications. The Company requires employees to be subject to drug and alcohol testing that is job-related and consistent with business necessity regulatory requirements and applicable laws.

CIP Requirement:

This position requires Critical Infrastructure Protection (CIP) access consistent with North American Electric Reliability Corporation (NERC) standards. The applicant considered for this role will be required to obtain and maintain CIP access for the duration of employment in this position. A full seven (7) year criminal history will be obtained through the pre-employment background check process (or for current employees through supplemental background check process) to fulfill the CIP access addition this position requires an additional background check every seven years to maintain access.

Onsite: Requires work to be performed in the field and/or at an APS facility. Depending on the responsibilities of the role this may include but is not limited to working at a power plant job site or in the community.

• Employees are expected to reside in Arizona (or New Mexico for Four Corners-based employees).
• Role types are subject to change based on business need.

Required Experience:

IC