Customer Action Manager (Bilingual Spanish/ English)

All In Energy • Lawrence, MA

1d • Onsite

About The Position

All In Energy is an innovative nonprofit working to expand access to climate solutions and green jobs across Massachusetts and accelerate an inclusive clean energy economy. The organization partners with cities and community organizations to connect communities of color, non-English speakers, and renters and landlords with energy-saving programs and affordable renewable energy, while creating pathways into clean energy jobs.

The fully bilingual (Spanish/English) Customer Action Manager leads the day-to-day operations of the Customer Action Team, which helps underserved customers navigate Massachusetts energy programs. The manager oversees team operations, customer satisfaction, service procedures, staff goals, and organizational systems. The role supports residents in accessing programs that can save money and make homes healthier and more comfortable, and contributes feedback on tactical and strategic program implementation. This is an in-person, full-time, salaried, exempt role based in All In Energy’s Lawrence, Massachusetts office, with a stated schedule of 40 hours per week and office attendance five days per week.

Requirements

• Fluent in written and spoken Spanish and English.
• Experience working with low-income communities, communities of color, and/or language-isolated populations.
• Passion for addressing climate change, equitable access to clean energy, and/or economic and environmental justice.
• Ability and desire to speak with strangers by phone in Spanish and English to encourage no-cost actions that save money and energy and reduce climate pollution.
• Demonstrated ability to creatively and proactively solve problems 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.
• At least 3 years of proven customer service experience.
• Skills and experience managing staff.
• Excellent leadership and interpersonal skills.
• Ability to be present in the Lawrence, Massachusetts office five days per week.

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, energetic work environment in which team members meet expectations, celebrate achievements, and support one another.
• Lead accountability for team members’ behavior and performance.
• Manage workflow and productivity for a growing team of Bilingual Customer Action Representatives and an Office Coordinator.
• Model responsive, proactive customer service that addresses concerns and guides customers toward taking action.
• Ensure clients receive timely service, providing direct client support during high-demand periods and handling escalated cases as needed.
• Arrange staff schedules and ensure they meet expectations for efficiency and quality of client support.
• Improve and monitor systems for maintaining contact records in Salesforce and analyzing outreach and customer-support outcomes.
• Work with the Director of Customer Engagement and the Data and Product team to analyze team productivity and identify improvements.
• Maintain organized contact records and other data about partnerships and community members, as well as program successes and challenges.
• Manage relationships with program partners, gas and electric utilities, and Mass Save vendors.
• Conduct interviews and evaluate candidates for Customer Action Representative positions.

Benefits

• 12 vacation days, 10 sick/mental health days, 3 floating holidays, 13 paid state and federal holidays, and 1 volunteer day.
• Five days off during the week between Christmas and New Year’s.
• Health insurance.
• Dental insurance.
• Vision insurance.
• Medical and dependent-care flexible spending accounts (FSAs).
• Employee Assistance Program.
• 401(k) retirement plan with employer match and non-elective contribution.
• Paid parental leave for bonding.
• Stipends for workspace ergonomics furniture, professional development, remote work, and wellness.
• Work laptop and technology benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed