Job description

About East Bay Community Energy
East Bay Community Energy (EBCE) is the Community Choice energy service provider for customer accounts across Alameda County and the City of Tracy. EBCE’s charter is to provide its customers with low carbon, cost-effective electricity that integrates innovative energy products and maximizes local benefits through the development of local solutions, ranging from increasing access to rooftop solar to supporting the adoption of electric vehicles.

Culture and Commitment to Diversity
EBCE believes in a vibrant culture that supports and nurtures a workplace that offers every individual the opportunity to attain professional goals and contribute to accomplishing our mission. We foster a culture of open communication, responsibility, curiosity, accountability, and teamwork.

We want creative problem solvers that are excited to work in an entrepreneurial environment and grow our organization! As an equal opportunity employer, we are committed to diversity, equity, and inclusion. We are committed to a diverse and inclusive workforce that is reflective of our service area’s rich culture and communities.

We welcome a diversity of experiences, perspectives, and skills. We strongly encourage people of all characteristics to apply and prohibit unlawful discrimination and harassment of any type based on age, religion, color, gender identity or expression, race, ancestry, or national origin, religion or creed, marital status, military or veteran status, sexual orientation, genetic information or characteristics, and those with a disability as protected by federal, state and local laws.
Position Summary
EBCE is seeking to hire a full-time Manager of Account Services, reporting into the Director of Account Services, managing in areas of: billing operations, vendor and partner management, and customer care. The Manager of Account Services will have individual contributor responsibilities and will eventually include supervision of direct reports.

Position Details
Essential Duties and Responsibilities:
The Manager may directly contribute and manage or delegate to direct reports the following duties.

• Serve as EBCE lead and subject matter expert for customer billing operations externally and internally, including areas of: integration of programs, rate changes, and other efforts implemented in conjunction with PG&E, such as rate changes, new billing tariffs and bill presentation updates.
• Interface and maintain business relationship with PG&E representatives to influence a positive customer experience, and ensure consistent and effective interaction with customers and billing operations, including for customer rates as they are in development
• Own the project timeline and develop project requirements documents in partnership with EBCE’s billing and customer service vendor
• Maintain rate sheets and joint rate comparisons
• Develop, manage, and coordinate the implementation of customer communications.
• Track and respond to any customer, or billing issues, including collaboration with other EBCE departments to provide effective programs, develop a corrective action plan, implement, and communications
• Manage EBCE’s yearly public process for value proposition review, including public engagement and a memo for the Board of the Directors
• Grow the efficiency of existing organizational processes and procedures to enhance and sustain department capacity
• Keep abreast of customer trends, patterns, and issues; evaluate current trends and determine if existing policies or procedures should be modified to better serve EBCE customers; monitor competitor services and new legislative requirements for impact to existing operations.
• Conduct data analysis to make data-driven decisions and troubleshoot billing issues
• Direct, supervise, and coordinate the work of assigned staff to provide opportunities for growth and development.
• Present to customer groups and/or the Board on EBCE services as needed
• Participate in the CalCCA Billing Operations and Customer Care committee
• Other duties as assigned

Minimum Qualifications

• BA/BS degree or minimum five (5) years of experience with account management or billing operations in the energy industry.
• Knowledge of Community Choice Energy programs in California and public agency governance and public meeting protocols; Previous experience working with an external board and governmental agencies a plus.
• Excellent verbal and written communication skills.
• Manage multiple priorities, meet deadlines, and quickly adapt to changing priorities in a fast-paced dynamic environment.
• Experience using Customer Relationship Management (CRM) software, such as Salesforce.
• Proficiency in use of Microsoft Office Suite including Excel, Word, PowerPoint, and Adobe Acrobat.
• Familiarity with collaboration platforms such as Google Drive, SharePoint, and Confluence.

Compensation and Benefits
The salary range for this position is $146,202 - $161,517. The exact compensation package offered will be dependent on candidate experience.

EBCE offers a generous benefits package which includes:

• Zero cost Individual, family, and domestic partner health insurance (medical, dental, vision)

• Life and AD&D, EAP, STD, and LTD
• Retirement with Employer Matching
• Paid Time Off and Holidays
• Fertility & Adoption Benefits
• Pet Insurance
• Mental Health Support
• Flexible Spending Accounts (health and dependent care accounts)
• Paid Volunteer Days
• And More!

Location and Working Conditions
This position will be based in EBCE headquarters in Oakland, near BART. EBCE's team has a hybrid approach inclusive of in-office and remote work. This role is expected to go into the office 2-3 days a week. We are not providing relocation or sponsorships currently.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. EBCE is dedicated to reasonably accommodate an applicant for known physical or mental disabilities so that the applicant may participate in the application process. We will engage in a timely, good-faith interactive process with any employee with a known physical or mental disability to identify potential reasonable accommodations, if any, to enable the employee to perform the essential functions of their position.

• General office environment is primarily sedentary work which requires the following physical activities: standing, sitting, walking, reaching, lifting, finger dexterity, grasping, repetitive motions, talking, hearing and visual acuity.

• The employee must occasionally lift and/or move up to 10 pounds.
• The noise level is usually moderate.

Licenses/Certificates
Possession and continued maintenance of a valid class C California driver’s license or the ability to provide alternate transportation and a safe driving record.

Working at East Bay Community Energy
EBCE is committed to complying with applicable laws, including the Americans with Disability Act and Fair Employment and Housing Act, ensuring equal employment opportunities to qualified individuals with a disability. EBCE prohibits unlawful discrimination based on age, sex or gender (including pregnancy, childbirth, breastfeeding or related medical conditions), genetic information or characteristics, gender identity, gender expression, race, color, ancestry, national origin, religion, creed, marital status, military or veteran status, sexual orientation, physical or mental disability, medical condition, or on any other basis prohibited by federal, state, or local laws. EBCE strives to maintain a COVID-free workplace, being fully vaccinated is a condition of employment (exemptions will be evaluated by legal council).

The information contained herein has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The information also does not constitute either an expressed or implied contract, and these provisions are subject to change.

Job Type: Full-time

Pay: $146,202.00 - $161,517.00 per year

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