WHE - Outreach Manager II

Franklin Energy / AM Conservation; États-Unis; Sur place; USD 92 000 - 102 000; Plein temps

Résumé du poste

Franklin Energy is seeking an Outreach Manager II to lead a team of Energy Advisors, Outreach Specialists, and Energy Engineers across energy efficiency programs in the United States. You will drive outreach strategies, coordinate with technology, and ensure timely communication while guiding staff to meet monthly, quarterly, and annual targets.

You will oversee program operations, optimize processes, manage budgets, and collaborate with client marketing for PR opportunities.

Qualifications

• Bachelor’s degree from an accredited college or university or equivalent experience.
• 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.

Responsabilités

• 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.
• Coordinate with the Technology department by detecting and diagnosing software problems, provide guidance for corrective action and software program enhancements.
• Prepare status reports on program outreach progress and results; help develop, enhance and maintain information systems to support program operations reporting requirements.
• Develop and monitor Outreach team structure 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.

Connaissances

Customer service

Communication

Detail-oriented

Prioritization

Data interpretation

Verbal & written comms

Formation

Bachelor’s degree

Outils

Microsoft Office

Description du poste

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

Compensation & Benefits

Franklin Energy reasonably expects the starting salary for this position to fall between $92,000.00 and $102,000.00 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.

Travel Requirements

• Willingness to travel up to 40%