Multi-Family - Outreach Manager II

Franklin Energy / AM Conservation; Portland (OR); On-site; USD 90,000 - 115,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Retirement benefits

Paid time off

Job summary

Franklin Energy in Portland, Oregon seeks an Outreach Manager II to lead a team of Energy Advisors, Outreach Specialists, and Energy Engineers across energy efficiency programs.

You will supervise and mentor staff, develop and optimize outreach processes, and coordinate with the Technology department to ensure efficient operations and timely communication. A Bachelor's degree and 5+ years in outreach are required; travel up to 40%.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field.
• 5+ years in customer outreach/sales or energy efficiency programs.
• Experience managing staff performing proactive customer outreach activities.
• Strong communication and project coordination skills.

Responsibilities

• Lead and mentor the Outreach team to achieve program goals.
• Coordinate outreach across states, audiences, and user groups.
• Develop processes, track metrics, and report progress to management.
• Collaborate with client marketing to coordinate PR and outreach opportunities.

Skills

Customer service

Communication

Attention to detail

Organization

Prioritization

MS Office

Data entry

Data analysis

Problem solving

Diversity and inclusion

Reliable transportation

Education

Bachelor's degree

Tools

Tracking systems

Databases

Microsoft Office

Job description

Position Summary

The Outreach Manager II is primarily responsible for providing management and leadership to a team of Energy Advisors, Outreach Specialists, and Energy Engineers who are assigned to one of the company’s energy efficiency programs. This position will also provide energy advice and coordination services for customers. Identify opportunities regarding energy efficiency and introduce the various prescriptive and custom incentive measures that pertain to the customer segment. The position requires coordination with the Management to ensure that outreach processes are implemented efficiently, and that all communication with other programs/departments is conducted properly and timely.

Essential Duties and Responsibilities

This list of duties and responsibilities is not all-inclusive and may be expanded to include other duties and responsibilities, as management may deem necessary from time to time.

Management Responsibilities

• Directly supervise and mentor the Outreach team, specifically the Energy Advisors, Outreach Specialists, and Energy Engineers (Sales focused).
• Interview, recommend for hire and train employees as needed
• Plan, coach, assign and direct work as well as review job contributions, conduct performance reviews and reward and discipline employees as necessary
• Achieve program objectives by maintaining productivity standards and goals, including property assessment, production installation, and customer service rates and results
• Improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes
• Coordinate with the Technology department by detecting and diagnosing software problems, provide guidance for corrective action and software program enhancements
• Research, organize and summarize data for special projects. Develop, evaluate, recommend and implement procedures for data gathering, management and quality control. Analyze data for trends and/or conclusions.
• Prepare status reports on program outreach progress and results. In conjunction with the Technology department, help develop, enhance and maintain information systems to support program operations reporting requirements.
• Develop and monitor the Outreach team structure in order to accomplish monthly, quarterly and annual goals, along with managing short-and long-range planning
• Responsible for the operational and department budget, budget monitoring and strategic planning of the Outreach programs and initiatives

Outreach Responsibilities

• Oversee and, as needed, perform daily outreach duties on programs
• Establish a clear vision and direction for programs, including programs in different states, audiences, and specific user groups
• Establish and direct outreach programs to meet customer goals
• Identify and establish new program and outreach opportunities including coordination with client
• Evaluate and strengthen existing processes to achieve program participation and revenue goals, including the establishment of integrated evaluations to allow for ongoing review of all outreach aspects
• Coordinate and review with client all external communication pieces for brand, editing, and consistency. This includes mass distribution letters, e-blasts, faxes, statement stuffers, and any other external communication pieces
• Collaborate with the Client Marketing department to coordinate PR and marketing opportunities for programs
• Develop, maintain and promote positive and professional relationships with client, internal staff, customers and the general public

Position Requirements

Education and Experience

• Bachelor’s degree from an accredited college or university or equivalent experience. Technical school degree combined with demonstrated experience in the electric/gas utility field will be considered when deciding on this position.
• 5+ years of experience within customer outreach/sales
• Previous experience performing customer outreach initiatives with an energy efficiency program
• Previous experience managing staff performing proactive customer outreach activities

Required Skills, Knowledge and Abilities

• Strong customer service and communication skills.
• Must be able to handle a wide work variety and work in a fast-paced environment.
• Must be a detail-oriented, organized, self-starter, and have an ability to prioritize workload
• Ability to identify and resolve project application issues with customers and trade allies
• Proficient in Microsoft Office, specifically Word, Excel and Outlook
• Strong data entry skills in entering information in tracking systems/databases
• Ability to communicate effectively, both verbally and in writing with customers, clients and employees
• Ability to analyze and interpret data and solve practical problems
• Knowledge of mathematical concepts such as fractions, percentages and ratios
• Committed to diversity and inclusion
• Reliable transportation

Licenses & Certifications

• Valid driver’s license

Travel Requirements

• Willingness to travel up to 40%

Compensation & Benefits

Franklin Energy reasonably expects the starting salary for this position to fall between$90,000.00 and $115,000.00 Annually. The final offer will be determined based on relevant experience, skills, qualifications, internal equity, geographic location, and business needs.

Franklin Energy offers a comprehensive benefits package, including medical, dental, and vision coverage; retirement benefits; paid time off; paid holidays; and other company-sponsored benefits and programs.