Analyst, Customer Care

Who We Are 

Clean Power Alliance (CPA) is Southern California’s locally operated not-for-profit default electricity provider for 35 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 is seeking an experienced, detail-oriented, and enthused professional to join our growing team as an Analyst, Customer Care. The Analyst, Customer Care will be a key part of the wider team to drive improvements to the operational process for handling customer data and issues with impacts across CPA’s business.  The Analyst, Customer Care is responsible for supporting the multiple business units through various functions, including data analysis, report creation, partner dashboard updates, KPI reporting, and collection of data to assist internal partners with external communication. 

Who You’ll Work With 

The Analyst, Customer Care will report to the Director, Customer Care and work with CPA’s internal technology and business teams, as well as with the Data Manager and SCE to ensure a flawless experience for customers as well as adhere to regulatory compliance in the handling of customer requests. 

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.  

Successful Candidates Must Demonstrate the Following Abilities: 

• Excellent interpersonal and customer service skills. 

• Strong analytical and problem-solving skills. 

• Ability to develop a rapport with the customer, as well with all team members. 

• High tolerance for uncertainty but know how to bring things to resolution. 

• Strong communicator who can write compellingly and clearly. 

• Be able to organize and carry out projects with minimal instruction, compose correspondence independently based on policy and guidelines, and maintain complex records. 

• Ability to set own priorities and work independently and effectively in a team environment. 

• Have high attention to detail with strong organizational skills. 

• Work accurately and swiftly under pressure. 

• Demonstrate exceptional judgement and integrity. 

• Have a strong work ethic befitting an environment transitioning from start-up to operations. 

• Must be able to sit or stand at a desk and work on a computer for prolonged periods. 

Requirements

Required Skills:

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

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

• Experience with Microsoft Dynamic CRM (Customer Relations Management) preferred. 

• Excellent verbal and written communication skills. 

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

Duties and Responsibilities:

Customer Care:

• Monitor and track resolution of customer problems and issues. Understand the customer touch points across the business and use that knowledge to make recommendations around process improvement regarding customer satisfaction and how to be more efficient while keeping quality of care for our customers as a top priority. 

• Respond to and resolve escalated support requests via email, chat, and phone to achieve CPA’s business targets. Support