System Outage Communication Specialist

Summary

APS is looking for a System 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 management.

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

Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy's 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.