Job Opportunities

SCP is a dynamic and exciting place to work that values its employees and offers benefits such as:

CALL CENTER SUPERVISOR

(bilingual Spanish/English required)

$100,000 - $153,750 annually
Bilingual employees receive an additional $2.00 per hour pay following a demonstration and verification of Spanish language abilities.

The primary objective of this role is to ensure outstanding customer service experience while helping customers understand SCP’s mission and clean energy programs. The Call Center Supervisor will work closely with Sonoma Clean Power’s (SCP) Customer Service team to advocate for and support customers in SCP’s service territories.

The Call Center Supervisor will directly manage SCP’s Customer Service Representatives (CSRs) and oversee the day-to-day activities of the in-house call center. Key responsibilities include developing call center workflows and schedules, supporting staff training and development, call quality assurance, employee reviews, and assisting with hiring and onboarding new team members.

REPORTING AND SUPERVISION

Direct supervision is received by the Customer Service Manager, who reports to the Managing Director of Customer Service. The Call Center Supervisor will manage SCP’s Customer Service Representatives (CSRs). The primary workplace for this position is on site at the SCP Customer Center in downtown Santa Rosa, CA.

The FLSA classification for this position is Exempt.

ESSENTIAL JOB FUNCTIONS

These job functions, in general terms, describe the type and level of work performed as well as the responsibilities of employees hired for this position. Management reserves the right to add, modify, change, or rescind the assignments of any position and to make reasonable accommodation so that qualified employees can perform the essential functions of the job.

Team Leadership & Staff Development

• Lead the setup and daily operations of SCP’s in-house Call Center
• Provide leadership that reflects SCP’s values and service commitments
• Assist with hiring, training, scheduling, and supervising Customer Service Representatives
• Directing and evaluating employee work, efficiency, and productivity
• Planning, determining, and distributing work
• Keeping production records for supervision
• Ensuring the safety of employees and property
• Leading the setup and daily operations of SCP’s in-house Call Center
• Providing leadership that reflects SCP’s values and service commitments
• Develop and implement internal procedures, call scripts, training guides, and customer service policies
• Conduct regular coaching and performance reviews of team members, and utilize accountability and performance metrics for professional growth.
• Foster a team culture of empathy, professionalism, accountability, feedback, and continuous improvement

Operations & Customer Experience

• Ensure high-quality service delivery using systems including Five9, Zendesk, Salesforce, Microsoft Teams, and Office 365.
• Manage customer inquiries via phone, email, and limited outbound communication
• Handle escalated customer issues with professionalism and care via all communication channels
• Monitor and ensure a robust quality assurance process and service standards are consistently met
• Identify, track, and report monthly Call Center performance metrics (Examples include 90%+ customer satisfaction, fewer than 10 abandoned calls per month, and average speed of answer within 45 seconds)
• Help refine call scripts, workflows, and training materials to improve consistency and service outcomes.
• Have the ability and understanding to adhere to the Personnel Rules and Policies of SCP.
• Performs other duties and related responsibilities as required.

Strategic Planning Contributions

• Drive continuous improvement by analyzing trends and identifying opportunities to enhance efficiency and impact.
• Collaborate with other SCP departments to improve customer experience.
• Find ways to reinforce SCP’s values around clean energy, sustainability, community stewardship, and local value.
• Participate in broader Customer Center, Customer Service, and SCP initiatives and agency-wide service planning.

REQUIRED QUALIFICATIONS

Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain knowledge and abilities would be:

Education:

• A high school diploma or equivalent AND,

Experience:

• Minimum of five (5) years of experience in a call center or customer service environment.
• Minimum of three (3) years of experience in a supervisory or team lead capacity.
• Spanish language fluency required (spoken and written)

DESIRED KNOWLEDGE, SKILLS AND ABILITIES

• Experience in one or more of the following: the public utility agency, electric utility industry, technical sales, customer service, or business development.
• Proficiency with MS Office and call/contact center systems
• Strong grasp of customer service metrics and standards
• Excellent verbal and written communication skills
• Outstanding organizational, analytical, and problem-solving abilities
• Ability to multitask, prioritize, and stay calm under pressure
• Team-oriented approach with a focus on customer satisfaction
• Experience in utility, energy, or public sector customer service
• Certified Call Center Manager (e.g., CCCM) credential or similar credential
• Experience working with diverse and underserved customer populations

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