Outage Communications Lead — 24/7 Crisis Info

APS (Arizona Public Service); Phoenix (AZ); On-site; USD 65,000 - 95,000; Full time

Job summary

Arizona Public Service in Phoenix seeks a System Outage Communications Specialist to analyze outage inquiries and communicate reliable information during outages.

You will be the central contact for outages, coordinating with APS Management, media, and customers, and compiling outage data for reports. This role requires 24/7 coverage, strong written and verbal skills, and readiness to work shifts and on-call to support emergency situations.

Qualifications

• High school diploma or equivalent plus four years of relevant business experience.
• Effective written and verbal communication skills.
• Shift work and extended shifts may be required.
• Must be flexible to be available on-call, and to provide 24/7 coverage.

Responsibilities

• Act as central point of contact for key account customers during outage and/or emergency situations on a 24/7 basis.
• Provide 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.
• Perform essential updates and provide information to external customers through APS communication channels and ensure continuous communications are shared between internal departments during outages.
• 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.
• Monitor ADMS and perform callouts as needed through ARCOS for Troublemen and crews in accordance with IBEW policies.
• Respond to internal and external customer requests for detailed information regarding planned and unplanned system disturbances.
• Assist with evaluation of outage information to assure data consistency and initiate corrective action plans.

Skills

Written communication

Verbal communication

On-call availability

Stress resilience

Education

High school diploma or equivalent

Tools

Oracle CC&B

ADMS

Job description

Arizona Public Service in Phoenix seeks a System Outage Communications Specialist to analyze outage inquiries and communicate reliable information during outages.

You will be the central contact for outages, coordinating with APS Management, media, and customers, and compiling outage data for reports. This role requires 24/7 coverage, strong written and verbal skills, and readiness to work shifts and on-call to support emergency situations.