Customer Action Manager (Bilingual Spanish/ English)

All In Energy•Lawrence, MA

10d•Onsite

About The Position

All In Energy is seeking a caring, detail-oriented, fully bilingual English/Spanish Customer Action Manager to lead its Customer Action team. The role ensures the team operates efficiently, measures and improves customer satisfaction, develops effective customer service procedures, and sets and achieves team goals. The team supports underserved Massachusetts customers—many of whom prefer to communicate in languages other than English—in navigating energy programs. The position helps residents access programs that can reduce household costs and make homes healthier and more comfortable, and contributes to improvements in the organization’s systems and customer follow-up resources. The manager works directly with organizational leaders and provides tactical and strategic feedback on program implementation. This is a full-time, in-person role based in All In Energy’s Lawrence office, with a 40-hour work week. The annual salary is $78,417.20. Benefits include a flexible schedule, paid sick and vacation time, floating holidays, a retirement plan, technology benefits and a provided work laptop, health, dental, and vision insurance, a flexible spending account, and remote work, wellness, and professional development stipends.

Requirements

Fluent in written and spoken English and Spanish.
Experience working with low-income communities, communities of color, and/or language-isolated populations.
Passion for addressing climate change, equitable clean energy access, or economic and environmental justice.
Ability and desire to speak with strangers by phone in Spanish and English to invite them to take no-cost actions to save money and energy and reduce climate pollution.
Demonstrated ability to solve problems creatively and proactively and remove barriers for customers and team members.
Ability to work independently and as part of a small, nimble team.
Detail-oriented, with the ability to keep tasks, records, and systems organized.
Three years of proven customer service experience.
Experience managing staff.
Excellent leadership and interpersonal skills.

Nice To Haves

Experience communicating with residents of low-income and/or majority-minority communities.
Sales, outreach, or organizing experience, such as retail, political canvassing, or 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 such as Salesforce.
Basic knowledge of how homes use and lose energy.

Responsibilities

Foster a positive and energetic team environment in which team members meet expectations, celebrate achievements, and support one another.
Lead accountability for team members’ behavior and performance.
Manage the workflow and productivity of Bilingual Customer Action Representatives and an Office Coordinator.
Model responsive, proactive customer service and guide customers toward actions that can improve their homes and lives.
Ensure clients receive timely service, providing direct client support during high-demand periods and for escalated cases.
Schedule staff and ensure schedules support efficient, high-quality client support.
Improve and monitor systems for tracking contact records in Salesforce CRM and analyzing outreach and customer support results.
Work with the Director of Customer Engagement and the Data and Product team to analyze team productivity and identify improvements.
Maintain organized records and data about partnerships, community members, program successes, and challenges.
Manage relationships with program partners, gas and electric utilities, and Mass Save vendors.
Interview and evaluate candidates for Customer Action Representative roles.