System Outage Communication Specialist APS Location: Arizona Category: Communica

Summary

APS is looking for aSystem Outage Communications Specialists (SOCS) to join our growing team. This role focuses on the ability to analyze and resolve outage related inquiries and communicate reliable and accurate information during outages.

You will:

• Serve as the 24/7 primary contact for key account customers during outages or emergencies
  • 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.
  • 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.
• Coordinate outage communications across internal and external channels
  • Ensure timely updates are shared via APS systems and maintain alignment between departments during service disruptions.
• Manage outage operations and crew dispatching
  • Monitor ADMS and initiate crew callouts using ARCOS in compliance with IBEW protocols.
  • Analyze and manage manpower to respond to outages throughout the state in the Distribution Operations Center.
• Analyze outage data and support regulatory reporting
  • Evaluate outage trends for reliability, recommend corrective actions, and prepare daily reports for submission to the Arizona Corporation Commission (ACC).
  • Compile and analyze outage related data and prepare and disseminate reports of findings to the ACC and various APS.

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 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