Customer Action Manager (Bilingual Spanish/ English)

Massachusetts Clean Energy; Lawrence (MA); On-site; USD 68,519 - 83,746; Full time

Benefits offered by this job

Flexible schedule

Paid sick time

Retirement benefits

Health, dental, and vision insurance

Technology benefits

Job summary

A non-profit organization in Massachusetts is seeking a bilingual Customer Action Manager to lead a team focused on energy efficiency programs. This role emphasizes improving customer service, tackling climate change, and fostering equitable clean energy access, making a direct impact on local communities.

Qualifications

• 3 years of proven experience in customer service.
• Ability to work independently and as part of a team.
• Passion for addressing global climate change.

Responsibilities

• Manage a team of Bilingual Customer Action Representatives.
• Conduct interviews and evaluate candidates.
• Ensure clients receive timely service.

Skills

Bilingual in English and Spanish

Customer service experience

Leadership skills

Problem solving

Detail-oriented

Job description

Job Details Job type Full Time Region Merrimack Valley Location (City) Lawrence, MA Job category Other Sector Energy Efficiency Job intro

Do you want to advance racial and economic justice while tackling climate change?Join our innovative non-profit and be part of a talented diverse team driven to expand access to climate solutions and green jobs across the Commonwealth. Our mission is to accelerate an inclusive clean energy economy. We work hand-in-hand with cities and local community organizations to connect communities of color, non-English speakers, and renters to energy-saving programs and affordable renewable energy. These programs help families and businesses save money, make their homes healthier, and combat climate change.

We’re seeking a caring and detail-oriented fully bilingual (Spanish/ English) Customer Action Managerto lead our customer action team. The Customer Action Manager ensures the team runs in an efficient manner, increases customer satisfaction, and develops effective customer service procedures, and sets customer satisfaction goals. The customer action team helps customers who prefer to engage in languages other than English in the Merrimack Valley navigate their way through Massachusetts’ generous, but complicated energy programs.

You will play a critical role in ensuring the residents we meet receive high-quality support to access programs that can save their families money and make their homes healthier and more comfortable. You’ll also play a role in improving All In Energy’s organizational systems and customer follow-up resources. You’ll be working directly with leaders of our growing organization and your feedback on both tactical and strategic implementation of the program will have a large impact on future campaigns.

Key Responsibilities, in Spanish and English:

• Manage the workflow and productivity of a growing team of Bilingual Customer Action Representatives and a Receptionist / Office Manager.
• Conduct interviews and evaluate candidates for success as a Customer Action Representative
• Arrange the schedules of staff and ensure they meet the expectations of efficiency and quality of client support and coordinate with the workforce development team to allow time for internal and external trainings
• Ensure clients are being served in a timely manner, engaging in direct client service at times of high demand and for escalated cases.
• Maintain organized contact records and other data about partnerships and community members, as well as program successes and challenges.
• Improve and monitor organizational systems for keeping track of contact records in All In Energy’s Salesforce CRM system and analyzing the success of our outreach and customer support efforts.
• Liaise with vendors to coordinate customer handoffs and data sharing.
• Manage relationships with the other partners on the program as well as the gas and electric utilities and Mass Save vendors
• Miscellaneous tasks associated with starting up new programs in a new office.

Required Qualifications:

• Bilingual in English and Spanish, both written and spoken
• Passion for addressing global climate change, equitable clean energy access, or economic and environmental justice.
• Ability and desire to speak with strangers on the phone in Spanish and English to ask them to take a no-cost action to save money and energy while helping reduce greenhouse gas emissions.
• Demonstrated ability to creatively and proactively problem solve and remove barriers for customers and team members
• Ability to work independently and as a part of a small, nimble team.
• Detail-oriented and able to keep tasks, records, and systems organized.
• 3 years of proven experience in customer service
• Excellent leadership and interpersonal skills

Preferred Qualifications:

• Experience communicating with the residents of low-income and/or majority-minority communities.
• Sales, outreach, or organizing experience, e.g. retail, political canvassing, fundraising
• Experience working with key performance indicators (KPIs)
• Experience with phone banking, voter registration calls, or other phone-based outreach.
• Experience with Customer Relationship Management (CRM) systems like Salesforce
• Basic knowledge of how homes use and lose energy.

We encourage candidates from underrepresented groups to apply even if they don’t meet all listed qualifications. We value diverse perspectives and are committed to an inclusive environment.

Hours, Compensation, and Benefits:For a full detailed list go tobit.ly/AIEbenefits

• 40-hour work week with an annual salary of $76,133.20
• Flexible schedule, paid sick time, vacation time, retirement and technology benefits.
• Health, dental and vision insurance.
• This is an in-person role based in our Lawrence office.

Hiring Timeline:Applications will be reviewed on a rolling basis

• Jan 6-10: Applicant review

• Jan 13-24: 1st round interviews
• Jan 27- Feb 7: 2nd round interviews
• Feb 10- 21: Final interviews
• Feb 24- March 3: Candidate offered

All In Energy is an equal-opportunity employer that values diversity. In particular, we’re dedicated to broadening opportunities for individuals from demographic groups that are historically underrepresented in the clean energy economy. We’re committed to building an inclusive workplace culture where talented people of widely diverse backgrounds can thrive. We are actively seeking people who bring diverse backgrounds and perspectives to join us in this work.

How to Apply

https://allinenergy.bamboohr.com/careers/35

Salary $76133.20 Link to original posting https://allinenergy.bamboohr.com/careers/35 Contact Information Contact name All In Energy Contact email [e-mail] Contact phone [phone]