Customer Care Manager

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $120k - $180k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Clean Power Alliance

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

⚡ Energy

🌍 Social Impact

Energy • Social Impact

Clean Power Alliance is a community-focused organization that supplies clean and renewable energy options to residential and commercial customers in numerous cities and communities. With a mission to reduce carbon emissions and promote sustainability, CPA offers 100% renewable energy plans and multiple programs aimed at energy efficiency, solar energy adoption, and financial assistance for consumers. The organization invests significantly in local clean energy initiatives, aiming to create a sustainable and environmentally-friendly future for the communities it serves. By collaborating with local and regional resources, CPA leads the way in providing accessible clean energy options and empowering consumers with the choice of sustainable energy solutions.

📋 Description

• Respond to customer inquiries and provide detailed reviews and explanations of electricity bills and charges • Resolve customer issues through coordination with related parties • Serve as subject matter expert for escalated customer service issues • Manage resolution and reporting of complaints submitted to the California Public Utilities Commission and Better Business Bureau • Develop, enhance, and validate talking points and scripts • Maintain accurate CRM records, including customer profiles, program information, and account management activities • Collaborate with Finance on budget, accounting, reporting, audits, and issue resolution • Track compliance with CPA policies and applicable laws and compile and validate regulatory reports • Perform strategic analysis to identify trends and anomalies affecting Customer Care operations and billing • Manage collection, analysis, validation, and communication of datasets for operations, planning, billing, and decision-making • Develop data collection approaches, validation processes, and reporting frameworks • Coordinate with Data and Systems teams, the data manager, and the investor-owned utility to manage, analyze, validate, and automate customer data and processes • Create, update, and enhance data visualization reporting • Maintain relationships with internal and external stakeholders • Support customer enrollment, billing, call center communications, programs, and data initiatives • Serve as primary contact and subject matter expert for Customer Care projects • Manage projects, project plans, risks, milestones, resources, cross-functional teams, and timelines • Coach and delegate to cross-functional project team members • Manage departmental strategic planning and align goals with organizational objectives • Prepare reports and presentations for the Board of Directors, committees, executive management, customers, and community and industry groups • Manage assigned staff, work plans, performance evaluations, recruiting, training, workloads, budgets, and resource forecasting • Lead continuous improvement, automation, scalability, and reporting initiatives • Advise and train junior staff • Perform other duties as assigned

🎯 Requirements

• Excellent verbal and written communication skills • Comfort presenting to senior officials and in public settings • Proficiency 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, meet deadlines, and escalate key issues • Excellent organizational, scheduling, time management skills, and attention to detail • 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 • Bachelor’s degree and a minimum of 5 years of customer service experience • Strong analytical skills with the ability to interpret data and information • Knowledge and understanding of the CCA business model • Must be able to work at a desk and on a computer for prolonged periods

🏖️ Benefits

• Health care • 401(k)-like match program • Paid vacation • Sick leave • Transportation allowance for the Hybrid option