Account Associate (Bilingual Spanish/ English)

All In Energy•Lawrence, MA

3d•Hybrid

About The Position

All In Energy is an innovative nonprofit organization dedicated to expanding access to climate solutions and green jobs across the Commonwealth. Our mission is to accelerate an inclusive clean energy economy by working 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 aim to help families save money, improve home health, and combat climate change, while also creating new pathways into clean energy jobs for diverse talent. The organization is seeking a caring, detail-oriented, and fully bilingual (Spanish/English) Account Associate to assist Spanish- and English-speaking residents in the Merrimack Valley with navigating Massachusetts' energy efficiency programs. This role is crucial for ensuring residents receive high-quality support to access programs that can lead to cost savings and healthier, more comfortable homes. The Account Associate will be the primary point of contact for Merrimack Valley families seeking to access energy efficiency and renewable energy programs.

Requirements

Bilingual professional fluency in English and Spanish, both written and spoken.
3-5 years of experience in customer service and/or communications/outreach.
1-2 years of experience in account/case management or program coordination.
Excellent communication skills over the phone and in person.
Strong organizational skills with the ability to manage multiple cases simultaneously.
Experience with CRM systems or database management.
Ability to work both independently and collaboratively within a team.
Experience working in diverse, multicultural, and multilingual environments, with a commitment to equity and inclusive customer support.
Passion for environmental justice and helping underserved communities.
Proficiency with Microsoft Office Suite and web-based tools.

Nice To Haves

Experience in energy efficiency, housing, or social services sectors.
Knowledge of Massachusetts energy efficiency programs.
Familiarity with home energy technologies and weatherization.
Experience working with low-to-moderate income communities.
Understanding of income qualification processes.
Valid driver's license and access to reliable transportation for occasional site visits.
Experience with Salesforce or similar CRM platforms.

Responsibilities

Manage a portfolio of active customer cases through the entire Renew program lifecycle.
Proactively call customers promptly and consistently to advance them through their service journey efficiently and effectively.
Help customers navigate multiple program pathways (Mass Save, Merrimack Valley Renew, Energy Saver Home Loan, and income-qualified programs) based on determined eligibility and energy-saving goals.
Perform Energy Bill Check-Ups to identify and help customers execute on opportunities to reduce their bill, such as enrolling in reduced rates, enrolling in municipal aggregation programs, and accessing debt forgiveness programs.
Document all customer interactions and maintain accurate case records in Salesforce.
Collaborate with the Customer Action Manager to implement a system of quality control to optimize the customer experience and reduce errors.
Help customers understand recommendations in accessible terms, address their concerns or uncertainties with new or unfamiliar technologies like air source heat pumps, induction stoves, heat pump washer/dryers, and solar (technical training will be provided).
Review and interpret contractor quotes and energy assessment recommendations with customers.
Help customers understand financing options, rebates, and incentive structures.
Create and maintain customer education materials in English and Spanish.
Conduct in-home visits to collect data for Renew assessments when necessary.
Serve as liaison between customers, Home Performance Contractors (HPCs), our technical advising company, Abode Energy Management, and our contractor payment partner, CLEAResult.
Coordinate scheduling of assessments and installations across multiple contractors.
Support the Senior Program Manager in the Renew fund reservation and invoicing processes by reviewing payment documentation for accuracy and completeness.
Help the Customer Action Manager to coach customer action representatives in effective customer account management strategies.
Support multiple programs and initiatives as organizational needs evolve. The Account Associate’s program focus and responsibilities may shift to support team priorities and ensure effective service delivery.