Customer Action Manager (Bilingual Spanish/ English)

Customer Action Manager (Bilingual Spanish/ English) Learn more about us here! ( https://drive.google.com/file/d/12tq2r4SARDjMNbnmYZ6Ncq2_YIgmaqBH/view) Do you want to advance racial and economic justice while tackling climate change? Join an innovative nonprofit organization, All In Energy, working 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/landlords to energy-saving programs and affordable renewable energy. These programs help families save money, make their homes healthier, and combat climate change. We also create new pathways into clean energy jobs for diverse talent. We’re seeking a compassionate and detail-oriented fully bilingual (Spanish/ English) Customer Action Manager to lead and oversee the day-to-day operations of our Customer Action Team. The Customer Action Manager ensures the team runs in an efficient manner, measures and improves customer satisfaction, develops effective customer service procedures, and works with the team to set goals and accomplish them. The Customer Action Team helps underserved customers, many of whom prefer to engage in languages other than English, 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. Responsibilities will include the following, in English and Spanish: Foster a positive, energetic work environment with happy team members who regularly meet expectations, celebrate achievements and support each other Lead effective accountability for behavior and performance with all team members Manage the workflow and productivity of a growing team of Bilingual Customer Action Representatives and an Office Coordinator Set a good example for responsive, proactive customer service where we respond to concerns and guide customers toward action to improve their homes and their lives Ensure clients are being served in a timely manner, engaging in direct client service at times of high demand and for escalated cases Arrange the schedules of staff and ensure they meet the expectations of efficiency and quality of client support 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 Work with the Director of Customer Engagement and the Data and Product team to analyze Customer Action Team productivity and make improvements Maintain organized contact records and other data about partnerships and community members, as well as program successes and challenges Manage relationships with the other partners on the program as well as the gas and electric utilities and Mass Save vendors Conduct interviews and evaluate candidates for success as a Customer Action Representative Required Qualifications: Bilingual fluency in English and Spanish, both written and spoken Experience working with low-income communities, communities of color, and/ or language-isolated populations Passion for addressing global climate change, equitable clean energy access, and/ 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 climate pollution 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 Skills and experience managing staff Excellent leadership and interpersonal skills Ability to be present in our office in Lawrence, MA 5 days per week 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. 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