MCE

Customer Success Advisor

San Rafael, CA

Full time

On-site

Construction

About This Job

About MCE

At MCE, we tackle the climate crisis with a shared commitment to innovation, community, and equity. Together, we foster an inclusive, collaborative, and flexible work environment where creativity thrives, work-life balance is prioritized, and every voice is valued.

MCE is a not-for-profit public agency that has set the standard for clean energy in our communities since 2010. We provide more renewable power at stable rates, and deliver cutting-edge energy programs to residents and businesses across four Bay Area counties: Contra Costa, Marin, Napa, and Solano. Our team, drawn from all walks of life, embodies a shared passion for environmental stewardship and community service. You’ll work alongside dedicated professionals innovating and collaborating to make our communities more energy-efficient, resilient, and sustainable.

We value a range of experience. Even if you feel that you do not meet all of the qualifications, we encourage you to apply. Application materials will be reviewed on a rolling basis.

About The Customer Operations Department

The Customer Operations team is at the forefront of MCE’s customer engagement. Acting as the vital link between our customers, internal teams, and third-party billing providers, we offer comprehensive support across all customer touchpoints. Whether it’s inquiries about billing, navigating our programs, or providing feedback on our services, our team is here to assist customers via phone or email. Our commitment to listening and responding to customer needs helps us continually refine and enhance our offerings, ensuring a seamless and satisfying experience with MCE.

As a Customer Success Advisor (CSA)

With the direction of the Manager of Customer Service, you are the first point of contact for MCE’s customer inquiries. You will lead MCE’s gold standard for creating a positive experience for all customer interactions, to address and resolve questions, and/or raising those inquiries to the Manager of Customer Service for expeditious resolution. You will work closely with the Manager of Customer Service and cross department teams staying informed on MCE’s service and programmatic offerings while representing the voice of the customer as input in support of our innovative goals. You are passionate about and thrive in a collaborative environment, work well within and across teams, seek out learning new skills, sharing ideas, and drive positive outcomes.

Key Responsibilities: Customer Success Advisor

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Engage with customers and staff daily.

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Work to understand the customers’ situation(s), respond to their questions, and guide them to the appropriate service or program best suited to their needs.

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Follow established processes for escalations, training needs, communication with Manager of Customer Service, and information gathering to ensure all responses to customers and staff are accurate.

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Build trust and develop a positive relationship with customers, Manager of Customer Service, and staff by listening to and providing clear and accurate responses in a timely manner.

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Develop and maintain an understanding of customer success practices.

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Demonstrate appropriate communication through clear and concise explanations of services and programs that MCE offers to community members.

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Support and participate in all functions of the customer-facing team including, but not limited to: training, customer strategy, technical support, reporting – both internal and external and account analysis.

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Use technology platform(s) for tracking, recording notes, and ensuring proper process execution to achieve customer success.

Qualifications Customer Success Advisor I

Required Skills

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Excellent verbal and written communication skills

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Conflict resolution and de-escalation techniques

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Active Listening

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Problem solving

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Microsoft Office and Google Suite (Intermediate Level)

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California residence is required with a strong preference for a candidate residing within commutable distance of MCE offices. MCE offices are in San Rafael, and Concord CA.

Experience & Education

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Relevant experience and/or education to a GED.

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Four (4) years of banking, hospitality, retail, or closely related field

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Experience working with diverse communities and vulnerable customers is highly preferred.

Knowledge of

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Customer-centric service orientation.

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Understanding of MCE programs and offerings.

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A close understanding of MCE’s service area.

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Customer relationship management and support platforms such as Salesforce and Zendesk.

Ability To

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Understand and resolve complex customer issues.

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Work productively and effectively in hybrid work environments

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Listen to customer problems and ask clarifying questions.

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Problem-solve and communicate technical concepts to all levels of customers and agency staff.

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Maintain a positive attitude in challenging situations.

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Manage multiple priorities and quickly adapt to changing priorities in a fast-paced dynamic environment.

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Take responsibility and work independently, as well as coordinate team efforts.

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Be thorough and detail-oriented.

Compensation & Benefits

Competitive compensation package offered, based on candidate experience along with generous benefits and perks, including fully paid premiums for health insurance, parental leave, dependent care subsidies, student loan repayment, and employee wellness program.

Starting Salary Range

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Customer Success Advisor I (Non-Exempt) $31.35-$40.11 per hour

Application Process

As a part of the application process for the Customer Success Advisor I, all candidates must:

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Submit a Cover letter (two to three paragraphs) addressing what encouraged you to apply for this role and what you believe are some essential skills a person should possess to be successful as a Customer Success Advisor.

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Submit a Resume and

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Answer all the applicable questions within the application.

As we narrow our top pool of applicants, candidates moving through the recruitment process may participate in a Virtual Video Initial Call, Virtual Face to Face Cross-team Panel Interview, and Virtual Face to Face Executive Interview. Additional skills assessment may be requested.

MCE Culture

At MCE, we are committed to fostering a workplace rooted in equity, inclusion, and belonging. As part of this effort, we’ve included a few optional questions to help us better understand your background, experiences, and how we can create a respectful and inclusive candidate experience.

MCE is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

MCE Work Environment

MCE offices support an environment that is accessible to those with reduced mobility. We are happy to provide more details if asked.

MCE makes reasonable accommodations of any known physical or intellectual limitations for qualified applicants with disabilities, sincerely held religious beliefs, and other conditions protected by applicable law.

MCE strives to maintain a COVID-free workplace. To that end, being fully vaccinated is a condition of employment for all employees.