Customer Care Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Address customer inquiries and deliver comprehensive reviews and explanations concerning electricity bills and charges.

• Resolve customer concerns by coordinating with relevant parties.

• Act as a subject matter expert for escalated customer service matters.

• Oversee the resolution and reporting of complaints directed to the California Public Utilities Commission and Better Business Bureau.

• Create, refine, and validate talking points and scripts.

• Keep precise CRM records, encompassing customer profiles, program details, and account management activities.

• Collaborate with the Finance team on budgeting, accounting, reporting, audits, and issue resolution.

• Monitor compliance with CPA policies and relevant laws, compiling and validating regulatory reports.

• Conduct strategic analyses to identify trends and anomalies impacting Customer Care operations and billing.

• Manage the collection, analysis, validation, and communication of datasets for operations, planning, billing, and decision-making.

• Develop methodologies for data collection, 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 reports.

• Build and maintain relationships with internal and external stakeholders.

• Support customer enrollment, billing, call center communications, programs, and data initiatives.

• Serve as the primary contact and subject matter expert for Customer Care projects.

• Oversee project management, including plans, risks, milestones, resources, cross-functional teams, and timelines.

• Coach and delegate responsibilities to cross-functional project team members.

• Manage departmental strategic planning, aligning goals with organizational objectives.

• Prepare reports and presentations for the Board of Directors, committees, executive management, customers, as well as community and industry groups.

• Supervise assigned staff, work plans, performance evaluations, recruitment, training, workloads, budgets, and resource forecasting.

• Lead initiatives focused on continuous improvement, automation, scalability, and reporting.

• Provide advice and training to junior staff.

• Perform additional duties as required.

⛳️ Requirements

• Exceptional verbal and written communication abilities.

• Comfort in presenting to senior officials and in public forums.

• Proficient in Microsoft Office Suite, with advanced expertise in Excel.

• Ability to operate with integrity, professionalism, and maintain confidentiality.

• Capable of independently managing tasks and processes with minimal supervision.

• Skillful at managing multiple priorities, adhering to deadlines, and escalating critical issues.

• Outstanding organizational, scheduling, time management skills, and meticulous attention to detail.

• Competent in analyzing data and applying critical thinking to derive conclusions.

• Capable of leading multiple projects and collaborating effectively with internal and external stakeholders in a dynamic environment.

• Bachelor’s degree and at least 5 years of experience in customer service.

• Strong analytical capabilities with a knack for interpreting data and information.

• Familiarity with the CCA business model.

• Must be able to work at a desk and on a computer for extended periods.

🏝️ Benefits

• Health care.

• 401(k)-like match program.

• Paid vacation.

• Sick leave.

• Transportation allowance for the Hybrid option.