Customer Care Manager

Who We Are

Clean Power Alliance (CPA) is Southern California’s locally operated not-for-profit default electricity provider for 38 communities within Los Angeles and Ventura counties and the 4th largest electricity provider in the State of California. We provide clean renewable energy at competitive rates to over three million residents and businesses through approximately one million customer accounts.
What You’ll Do

CPA seeks a collaborative, experienced, detail-oriented, and enthusiastic Customer Care Manager to provide operational, analytical, compliance, and other support to our growing team and excellent customer service to our customers. The Customer Care Manager is responsible for obtaining, reviewing, analyzing, and validating operational and customer billing data. The Customer Care Manager will liaise between customers, our billing manager/call center operator, the investor-owned utility (IOU), internal and external stakeholders, and must be comfortable moving from internal analysis to external customer interaction daily.
Who You’ll Work With

The Customer Care Manager will report directly to the Director, Customer Care. You will work closely with CPA customers, our billing manager/call center operator, the IOU, senior leadership, program managers, and various internal and external stakeholders.
Commitment to Diversity

At CPA, we value diversity and are committed to creating an inclusive environment for all employees. We represent a diverse customer base and intend to hire employees that reflect our communities. Clean Power Alliance provides equal employment opportunities to all applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Culture

CPA fosters a culture of open communication, responsibility, intellectual curiosity, and exceptional judgment. As a small team that has quickly built the largest Community Choice Aggregation program in the country, high levels of trust, collaboration, and mission alignment are key factors in success. We value fact-based creativity in our work, accountability with our stakeholders, and promote ethical engagement and diversity with our brand.
Requirements
- Excellent verbal and written communication skills. Comfort presenting to senior officials and in public settings.  

- Proficient with Microsoft Office Suite, with expert knowledge of Excel

- Ability to act with integrity, professionalism, and confidentiality.

- Ability to fully manage tasks and processes with minimal oversight.

- Ability to handle multiple priorities to meet deadlines and escalate key issues.

- Excellent organizational, scheduling, time management skills, and attention to detail.

- Experience with using data visualization tools and software (i.e., Tableau, Power BI) is preferred.

- Experience with Microsoft Dynamics CRM is preferred.

- Ability to analyze data and think critically to draw conclusions. 

- Ability to lead multiple projects and work collaboratively with internal and external stakeholders in a fast-paced environment.

Duties and Responsibilities
- Customer Care Operations: Responsible for responding to customer inquiries, providing detailed review/explanation of electricity bills and charges, and resolving issues effectively and efficiently through coordination with related parties. Serve as the subject matter expert for escalation of customer service issues and manage resolution and reporting of customer complaints submitted to the California Public Utilities Commission and the Better Business Bureau.  Responsible for developing, enhancing, and validating the accuracy of various talking points, scripts, and for maintaining up-to-date CRM records including customer profiles, program