Major Responsibilities:
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Develop and implement ongoing customer and stakeholder engagement and issues management strategies for transmission and distribution service infrastructure projects within ENMAX Power Delivery
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Work with various internal teams to assess new construction, upgrade and maintenance projects for communication requirements and plan and execute those requirements
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Support customer communication for the planned service interruption process as required
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Working with the Regulatory and Project teams to develop, coordinate and implement broad scale public consultation programs involving stakeholder outreach with landowners, general public, elected officials, and advocacy groups at all levels
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Identify key stakeholder audiences, plan and coordinate stakeholder outreach efforts to create awareness about major project milestones, regulatory activity and public participation opportunities and tracking stakeholder contact
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Tracking communications, including developing reports summarizing key findings and trends as they relate to stakeholder engagement and integrating them into public consultation strategies and tactics and for submission to regulatory agencies
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Support the customer and stakeholder relations management tool for ENMAX Power Delivery as it relates to all transmission and distribution projects and issues management
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Work with public, agencies, communities, landowners, interest groups, Government officials and others to successfully diffuse any potential escalated issues associated with new construction, upgrade and maintenance of our facilities and manage day-to-day inquiries, escalations and issues
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Respond directly to customer and stakeholder questions, concerns and escalations in a manner that creates a positive customer experience
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Coordinate resolutions for escalations ranging from simple (one department involved) to complex (involving multiple internal and external touch-points)
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Propose solutions and help find alternative measures for escalations to align customer expectations with utility requirements
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Writing, editing and proofreading informational materials (i.e., fact sheets, letters, newsletters, brochures, display copy and web site copy) in support of transmission and distribution projects
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Develop ongoing proactive customer and stakeholder communications and tools to support transmission and distribution projects
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Opportunity for voluntary on-call rotation (1 week, evening and weekend managing emergency emails and/or calls
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Afterhours support may be required in the event of emergency events (team member will be compensated if support required)
Education Required:
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Degree or diploma in Communications, Public Relations, Journalism or other related field
Experience:
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Minimum 5 years' experience in communications and or customer relations with an emphasis on strategic planning and writing
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Strong technical writing skills and a demonstrated knowledge of Canadian Press Style
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Intermediate level skills in MS Office Suite (Word, Excel and PowerPoint)
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Knowledge of best practices and trends in public relations and public participation and conflict management strongly preferred
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Knowledge of the Alberta Electric Industry and Calgary Electric System is considered an asset
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Intermediate knowledge of Adobe Creative Suite is considered an asset
Personal Qualities:
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Exceptional communication skills; experienced and effective in interacting with both internal and external stakeholders
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Customer-focused with strong interpersonal and relationship management skills
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Credible, persuasive and clear in both oral and written presentations
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Strong project management skills with the ability to prioritize key tasks and deadlines to achieve required results
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Strong organizational skills and attention to detail with an ability to manage multiple demands and projects simultaneously
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Ability to work in a fast-paced work environment with competing priorities
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Ability to diffuse difficult situations when dealing with customer escalations
ENMAX Corporation
141 50 Avenue S.E.
Calgary
Alberta Canada
www.enmax.com
