America’s Premier Power Generation Company
... Creating Power for a Sustainable Future


Job Details


At Calpine, we give you the tools you need to chart your own career path in an engaging, fast-paced environment where you can learn from power industry leaders.

Whether you are a student seeking an internship that offers real-world experience, a recent graduate ready to build a rewarding career or a seasoned professional who wants to expand your horizons, Calpine provides meaningful opportunities and challenges.

Our learning and development platforms and educational reimbursement programs enable employees with initiative to explore their own potential in a dynamic and rewarding industry.

Requisition Number 16-0299
Title CCA Customer Service Rep
City San Diego
State CA
Job Family Retail 2
Shift Days
Employee Type Regular
Subject to DOT Regulations No
Percent of Travel Required 0
Relocation Provided No
Location Solutions - CA
Description Job Summary:

Calpine Energy Solutions has partnered with Community Choice Aggregators (CCA) in California to provide communities with a choice to purchase cleaner energy at competitive rates. CCAs procure renewable sources of electricity for their customers and utilize the power lines, owned by the local utility, to distribute this renewable energy. CCA Customer Service Representatives are responsible for ensuring a high level of customer service to CCA customers and assisting in the timely and accurate invoicing of the energy charges. CCA Customer Service Representatives are key components of this rapidly growing program; making themselves an essential part of Calpine Energy Solutions expanding services.

Job Responsibilities:

Customer Call Handling (60%)
•Provide a high level of customer service using strong verbal communication when communicating
•Answer inbound calls from CCA customers, typically escalated calls or billing related inquiries
•Return calls from voicemail or Interactive Voice Response (IVR) system call back process
•Ensure program and billing knowledge of assign CCA is continually up to date, provide expertise to customers and internal colleagues as requested
•Stay informed and communicate all program changes to pertinent internal and external parties
•With experience, provide internal training to other team members as requested

Call Center Support, Tasks, and Exceptions (20%)
•Review and resolve call center-related tasks, reports, and CRM activities daily
•Review and resolve exception reports daily
•Review and provide call quality assurance feedback for internal and third party calls
•Correspond and follow-up daily with internal team to support timely and accurate customer service communication to the CCA clients and customers
•Review all applicable emails and respond daily to resolve or set expectations
•Facilitate timely resolution of inquiries and appropriately close the issue with CCA customers
•Assist Account Specialists, Data Specialists, or Client Relationship teams with customer or client service items
•Provide a high level of customer service using strong written and verbal communication when communicating

Organizational Understanding (5%)
•Be proficient in understanding and articulating the nuances of the various CCA Programs
•Provide constructive feedback regarding current processes
•Practice high ethical standards; be accountable for such things as time, communication, statistics, organizational understanding and business knowledge

Business Knowledge (5%)
•Demonstrate the ability to work independently and maintain flexibility to adapt well to change
•Maintain effective working relationships with other organizations in the company, the Call Center, CCA Clients, and utilities
•Gain an understanding of how the tasks at hand have a broader impact to the business
Requirements •Education Level – Bachelor’s Degree
•Work Experience – 2 years

•Data entry skills
•Intermediate to advanced level Excel skills
•Proficient in organizing Outlook settings
•Proficient with keyboard shortcuts
•Ability to learn and become proficient with Nexant Revenue Manager
•Ability to learn and become proficient with Microsoft Dynamics CRM

•Organized and detailed oriented
•Analytical with information files
•Strong verbal and written communication
•Strong negotiation skills, diplomacy, and tact
•Bilingual is a plus but not required
  • Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.
  • Calpine is committed to Equal Employment Opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment and need special assistance or an accommodation to use our website or to apply for a position, please send an e-mail with your request to Determination on requests for reasonable accommodation are made on case-by-case basis.
  • Please view Equal Employment Opportunity Posters provided by OFCCP here.
Apply On-line
Send This Job to a Friend