CARSON CITY UTILITY COORDINATOR (UC) MARKETING

Job Description

Job Description

Southwest Gas has continued growth and business development opportunities in the Northern Nevada market. The Utility Coordinator (UC)’s main role is to implement a dynamic strategic outreach plan to promote natural gas to residents, home builders, commercial projects and organizations. The Utility Coordinator (UC) will be directed by White Whale Marketing Solutions and local Southwest Gas employees for daily tasks, and assignments to support this effort. This will include, but not limited to, all functions associated with educating customers on the benefits of natural gas, obtaining customer information/details, and coordination natural gas service installation. 

Employee must be able to work and manage a flexible schedule that may include performing work outside the normal 8 am to 5 pm workday. Regular and predictable attendance is a condition of employment and is an essential function of the job. A valid driver’s license and vehicle for travel/site visits are required. 

The overall mission of the Utility Coordinator is to support and enhance growth of the natural gas infrastructure in Northern Nevada.

The primary role of the Utility Coordinator is to ensure customers successfully adopt natural gas service by guiding them through education, contracting, installation, and follow‑up, which will maximize customer growth and market share through proactive outreach and coordination.

Duties and Responsibilities

• Lead initiatives and provide direction on strategies and tactics that enhance customer satisfaction and support the organization’s goals of delivering superior customer experience.
• Answer customer inquiries about natural gas. Take time to listen to customers, understand their current energy sources, and thoroughly explain/educate them on the Southwest Gas installation and conversion process.
• Coordinate with SWG Operations to ensure consistent, appropriate response to customer concerns, installations and conversion process.
• Guide natural gas customers through contracting, service installation, and meter installation processes. Provide appropriate reference material, address any concerns, and coordinate with appropriate personnel.
• Facilitate or prepare accurate cost estimate documentation and true-up procedures, as applicable
• Schedule and attend necessary inspections with Southwest Gas service technicians for customer executed contracts.
• Assist in connecting customers with appropriate third-party contractors, including plumber/HVAC coordination.
• Create Installation Work Orders for customer contracts.
• Determine and track logistics, including delivery pressure, meter size, and other pertinent details.
• Conduct field visits and identify optimal route for service installations. Determine pertinent details, including service line footage and meter locations. Mark location with Southwest Gas provided materials.
• Work with White Whale to manage outreach strategies and tactics. Provide recommendations on the best approach, including both physical and electronic materials.
• Increase customer engagement, customer acquisition, and growth of Company’s market share. 
• Communicate effectively with Southwest Gas management on any municipal operations updates, including potential construction delays and logistics.
• Measure and track customer growth and outreach effectiveness and recommend changes or improvements based on results.
• Host and attend community events to promote and educate the entire community on natural gas. 
• Track all outreach efforts and evaluate events attended. Include event details, topics presented, and materials provided.
• Reference yearly customer additions and identify potential customers. 
• Organize and manage data efficiently. Reference yearly customer additions and update data repository with details on status of customer.

·       Recommend, and upon SWG approval, implement new strategies to make customer contact with customers who have signed up for service but have not scheduled service installation with Southwest Gas Contractor.

·       Engage and track communications with customers whose service line has been installed and their “one-year to have meter installed” is approaching.

·       Perform related duties and responsibilities as assigned.