Account Services Manager

Open until filled, First Review May 10, 2024

Applicants must submit an RCEA Employment Application, Resume, and Cover Letter to: Attn: Account Services Manager. Incomplete application packages are subject to disqualification. Please include position #292 in your cover letter and in the subject line if you submit your application by email.

Application forms are available at: www.redwoodenergy.org/employment/

Redwood Coast Energy Authority (RCEA) is seeking an Account Services Manager to act as its lead customer service representative. The Account Services Manager provides oversight for customer account management, billing and rate-setting operations. This position serves as the lead point of contact between RCEA, its customers, and outside stakeholders.

Under general supervision, the Account Services Manager acts as the lead customer care representative for RCEA’s Community Choice Energy (CCE) program, providing oversight for customer account management, billing and rate-setting operations. This position serves as the lead point of contact between RCEA, PG&E, and data management and/or call center service provider(s) to identify and resolve issues related to RCEA and/or PG&E tariffs, program designs, customer debt collections, and business operations. The Account Services Manager coordinates with RCEA’s regulatory and legislative staff on policy matters related to rates, tariffs, and customer billing. The Account Services Manager also participates in community events and supervises assigned staff.

Specific activities may include:

-Serve as the main contact and maintain business relationships with RCEA’s billing support service provider and PG&E representative(s) to ensure consistent and effective interaction with customers.

-Process RCEA electric rate changes and oversee resulting rate change work products.

-Track outstanding customer debt and report quarterly on customer debt; work with collections service provider(s).

-Track opt-outs and respond to any customer issues that may be causing opt-outs; identify and implement solutions to increase customer retention and customer satisfaction with RCEA services

-Prepare and submit required regulatory filings.

-Identify and resolve complex customer billing issues.

-Maintain rate models for cost comparison and other analytical purposes; provide data analysis support as needed.

-Track customer inquiries and ensure they are resolved in a timely manner by RCEA staff or partner organizations.

(Duties are illustrative and may vary, please review full Job Description for more information)