Hybrid Account Services Analyst presso Sandiegocommunitypower

OPEN POSITION ANNOUNCEMENT!

Account Services Analyst

Open until filled.

Posted 7/10/2025 San Diego County - hybrid work schedule set by Community Power

About the role: Community Power is seeking an experienced, community- and customer-focused professional to join our team as an Account Services Analyst. This is a unique opportunity to use both technical and people-oriented skills sets. The Account Services Analyst will be responsible for advancing Community Power’s customer service efforts while using data and customer information to address customer needs while improving customer experience. The Account Services Analyst will handle complex inquiries and improve processes to anticipate potential customer billing issues and triage before they become systematic. Knowledge of utility bills, rate components, application of rates to customer electricity usage as well as customer utility and CCA programs is highly desirable. This position will work collaboratively within a team environment and engage various customer groups. 

WHO IS COMMUNITY POWER?

Community Power is a community-driven, not-for-profit public agency providing cleaner energy to the San Diego region. Formed in 2019, Community Power is the second largest Community Choice Aggregator (CCA) in California, serving nearly 1 million customer accounts across its member agencies: the Cities of San Diego, Chula Vista, Encinitas, Imperial Beach, La Mesa and National City, as well as the unincorporated areas of San Diego County.  

OUR HISTORY

Community Power was formed in 2019 as a public, not-for-profit community choice aggregator (CCA) in the San Diego region. We began electric service in 2021 and now serve seven member agencies: the Cities of San Diego, Chula Vista, Encinitas, Imperial Beach, La Mesa and National City, as well as the unincorporated communities of San Diego County. Community Power was formed to bring local control and customer choice to San Diego while also providing clean and renewable energy at competitive rates. We are the second largest CCA in California, serving nearly 1 million customers. For more information, please visit SDCommunityPower.org.

COMMITMENT TO DIVERSITY

At Community Power, we value diversity and are committed to creating an inclusive environment for all employees. We represent a diverse customer base and hope to hire employees that reflect our communities. We provide equal employment opportunities to all applicants for employment and prohibit 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. 

ESSENTIAL DUTIES AND PRIMARY RESPONSIBILITES

• Evaluate, address, and resolve customer inquiries, concerns, feedback, and complaints, using best judgement on when to elevate issues to management.
• Respond to and resolve customer complaints submitted to the California Public Utilities Commission and the Better Business Bureau.
• Proactively perform data analyses, bill/rate comparisons, and any additional research for specific customers or customer groups to respond to questions or concerns utilizing CRM, Excel, and other internal tools and data sets.
• Act as a resource for internal Teams to make notable strides towards an improved customer experience for Community Power customer base.
• Serve as a contact for external partners and vendors including Community Power’s mail house, Collections agency, and accountant, as well as a contact for escalation of customer service issues with SDCP’s back-office service provider and San Diego Gas & Electric (SDG&E). 
• Build relationships with customers and provide top quality customer service.
• Track key performance indicators (KPIs) and other metrics, as needed, to quantify the success of customer retention, and prepare reports for management. 
• Support Contact Center operations through regular maintenance of and updates to Contact Center scripts and talking points.
• Conduct regular quality assurance reviews of Contact Center interactions to ensure customer satisfaction, and identify and address areas for improvement with Contact Center agents.
• Work collaboratively with the Account Services Team to respond to customer needs in a timely and professional manner.
• Build relationships with customers and provide top quality customer service in all tasks and responsibilities.
• Sufficiently follow standard processes related to customer operations and document any updates or enhancements to procedures.
• Other related duties as assigned 

KNOWLEDGE, SKILLS AND ABILITES

• Strong commitment to sustainability, community energy, and mission driven work.

• Demonstrated commitment to diversity, equity, and inclusion within the organization and in our communities to build accessibility and participation.   

• Knowledge and basic understanding of the CCA business model. 

• Knowledge and understanding of electricity billing mechanics and account processes.

• Establishment of effective and cooperative working relationships with customers, community partners, and interested stakeholders.

• Positive, collaborative, supportive team member excited to work with diverse teams and communities. 

• Ability to work independently, apply strong organizational skills, and demonstrate goal-setting and self-management to support multiple assignments concurrently. 

• Strong work ethic and comfortable taking responsibility, initiative, and working in a fast-paced environment. 

• Strong communication abilities to write and present compellingly and clearly. 

• Ability to take and provide critical feedback in constructive ways. 

• Strong critical thinking skills, including a high tolerance for uncertainty and the ability to identify issues and propose solutions.  

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

• Ability to comprehend and adhere to Community Power personnel policies. 

• High proficiency with Microsoft Office Suite, Word, Excel and PowerPoint and ability to use virtual meeting applications. 

• Experience working with office procedures and practices including correspondence etiquette, and operating office equipment, technology, and programs. 

• Professional communications skills, in writing and verbally, as this role works in collaboration with staff and external San Diego Community Power contacts. 

• Vantaggi aggiuntivi