Customer Care Coordinator (20662354)

The Customer Care Coordinator develops and implements strategies related to customer care, customer communications, and program support as it relates to Pioneer’s customers; provides support to customers regarding billing analysis and other customer-related issues; and supports communications and marketing efforts in ways that are consistent with Pioneer’s Strategic Plan.  Duties include:

• Receiving, researching, and responding to customer questions and concerns; reviewing, researching and responding to questions related to billing and programs available to customers.
• Preparing and providing detailed solar analysis and educating customers regarding Net Energy Metering, Solar Billing Plan, and other related billing rates/plans.
• Providing information to customers as it relates to energy efficiency.
• Processing and tracking customer opt outs, opt ups and re-enrollments.
• Ensuring customer contact center has updated and accurate talking points and information related to messaging and advertising campaigns.
• Attending and staffing booths at community events and interacting and educating customers regarding Pioneer’s services and programs.
• Providing billing related support including the maintenance and security of customer data, coordinating with PG&E on a variety of matters including customer service, data provisions, outages, infrastructure issues, and usage reports.
• Supporting call center by responding to escalated customer service matters and preparing/editing customer service scripts.
• Preparing and presenting a variety of reports and communications that include supporting statistical data; making presentations to member agencies, outside organizations and the public.
• Some of the primary responsibilities include answering phones, chats, and emails.