Manager – Statewide Client Services Center

Action for Boston Community Development, Inc.

Boston (MA)

On-site

USD 70,000 - 90,000

Full time

14 days+

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Benefits offered by this job

Competitive benefits package

Training and development opportunities

Inclusive work culture

Job summary

A community-focused non-profit organization in Boston is seeking a Manager for the Statewide Client Services Center to enhance customer service and attainment of key performance indicators. The ideal candidate should have 5 to 10 years of experience in related fields and strong skills in energy efficiency and customer service. This full-time position offers a competitive benefits package within an inclusive work environment.

Qualifications

5-10 years of relevant experience.
Experience in energy efficiency and/or multi-family low-income housing.
Demonstrated ability to utilize databases.

Responsibilities

Oversee staffing and management of the Client Services Center staff.
Define new team goals with department leadership.
Monitor and report on customer data and performance.

Skills

Customer Service experience

Energy efficiency knowledge

Communication skills

Flexibility and initiative

Database utilization

Education

High school diploma or equivalent

Job description

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Department: Climate Equity and Impact

Location: Downtown Boston - Tremont Street

Department: Climate Equity and Impact

Location: Downtown Boston - Tremont Street

Description

The Statewide Client Services center is the centralized branch of our Low-income Energy Affordability Network (LEAN). Through the LEAN, we provide phone & online communication services for residents in MA interested in our Energy Conservation Programs. The Manager of the Statewide Client Services Center is responsible for the oversight and achievement of key customer metrics of the Client Services Center.

Key Responsibilities

Oversee the staffing, training, and management of the Statewide Client Services Center staff (SCSC).
Partner with Department Leadership to define new team goals and evaluation methods.
Monitor Key Customer Data Requirements and Key Performance Indicators.
Monitor and report on SCSC status, goals, and metrics to ensure compliance.
Update and improve the client journey process to deliver seamless client enrollment.
Act as first point of contact for customer inquiries and escalations, partnering with department leadership to assign appropriate owner, responsible for monitoring issue resolution to closure according to escalation timelines.
Coordinate with ABCD Public Information team to regularly communicate program information and achievements.
Create and implement cross functional coordination and referral pathways between statewide benefit programs, including ensuring presence at community events.
Engage with internal teams, funding sources, customers and other external partners to develop and implement all marketing strategy and materials, including case studies
Conduct market research and data analysis to develop and implement outreach strategies to increase exposure and reach of the programs.
Engage with web design team for website updates and adjustments.
Maintain accurate and up-to-date electronic and paper records, running queries and generating reports as requested.
Manage and update reporting/record keeping processes as needed.
Communicate and coordinate with vendors and utilities.
Update Program Guidance and other program documents.
Perform other related duties as assigned.

Skills, Knowledge and Expertise

A minimum of a high school diploma or equivalent and five to ten years of relevant experience is required.
Experience in energy efficiency and/or multi-family low-income housing is required.
Experience working in Customer Service environment is required.
Experience in grant program management a plus.
Demonstrated ability to utilize databases.
Strong oral and written communication skills.
Flexibility, initiative, and ability to work in a team required.
Ability to deal sensitively and effectively with individuals of diverse economic and cultural backgrounds.

Why Work Here

Make a Difference: Every day, your work directly impacts the lives of thousands in the Greater Boston community, empowering them and making positive, lasting change.
Inclusive Environment: ABCD values the diversity of its workforce, with an inclusive culture that respects individuality and promotes collaboration.
Continuous Learning: We offer numerous training and development opportunities, ensuring our staff remain at the forefront of community action methodologies and strategies.
Comprehensive Benefits: At ABCD, we take care of our own, providing a competitive benefits package, including health coverage and retirement plans.
A Legacy of Impact: Join an organization that boasts a legacy spanning over half a century, consistently championing the rights and needs of our community's most vulnerable.
Teamwork & Camaraderie: Be a part of a passionate team, united in their mission to combat poverty, and ensure every individual can reach their fullest potential.

Seniority level