Overview

Position Title: Account Services Analyst

Company: City Of Encinitas Ca

Location: Encinitas, Ca, US

Job Description:

San Diego Community Power (SDCP) is a new community choice aggregator (CCA) in the San Diego region that began electric service starting 2021. We serve five member cities, with the possibility of growth, making us one of the largest CCAs in California. By the end of 2022, SDCP will provide electricity for nearly half the electric load in San Diego Gas and Electric’s service territory. SDCP was formed to bring local control and customer choice to San Diego while also providing clean and renewable energy at competitive rates.

Responsibilities:

  • Work collaboratively with the Account Services Team to respond to customer needs in a timely and professional manner
  • Properly evaluate customer concerns or complaints, using best judgement on when to elevate issues to management
  • Proactively perform data analysis and research for specific customers or customer groups utilizing CRM and Excel
  • Build relationships with customers and provides top quality customer service
  • Serve as a contact for escalation of customer service issues with SDCP’s back-office service provider and San Diego Gas & Electric (SDG&E)
  • Respond to and resolve customer complaints submitted to the California Public Utilities Commission and the Better Business Bureau.
  • Track key performance indicators and other metrics, as needed, to quantify the success of customer retention, and prepares reports for management
  • Maintain and update call center scripts and talking points
  • Other related duties as assigned

Requirements:

  • Any combination of education and experience that would provide the knowledge and abilities listed. A typical way to obtain the require qualifications would be:  A four-year degree or higher from an accredited college or university in communications, environmental planning, business, or a related field AND one year of experience in community outreach or customer service facing role with a technical component. Experience working in a public utility and/or a CCA program is desirable.