Energy Operations Coordinator

Community Action Pioneer Valley, Inc.•Greenfield, MA

just now•Hybrid

About The Position

The Operations Coordinator plays a vital role in the success of our service delivery by overseeing the daily operations of client engagement and vendor coordination. This position supervises both the Referral Specialists and the Scheduling team, ensuring smooth client intake, vetting, and scheduling process. The Operations Coordinator is also responsible for onboarding and managing contractor relationships, ensuring all vendors understand our service programs and adhere to required protocols. Working in multiple databases, including the Statewide Board, this role requires a high level of organization, attention to detail, and strong communication skills to support both internal staff and external partners. This is a client-centered position that demands a commitment to high-quality customer service and operational excellence.

Requirements

Leadership & Team Oversight: Ability to supervise, motivate, and guide staff effectively.
Vendor/Contractor Management: Skilled in onboarding and maintaining productive relationships with external contractors.
Customer Service Orientation: Demonstrates a strong client-centered approach in all interactions.
Operational Ability to manage workflows, identify inefficiencies, and improve processes for better service delivery.
Clear & Effective Communication: Communicates professionally with internal and external stakeholders, both in writing and verbally.
Attention to Detail: Maintains accurate records and ensures compliance with detailed program requirements.
Tech & Database Proficiency: Comfortable working with multiple data systems and able to quickly learn new platforms.
Problem Solving: Proactively identifies issues and collaborates with others to implement effective solutions.
Time Management & Prioritization: Juggles multiple tasks efficiently in a fast-paced environment.
Experience working with marginalized communities and individuals with low incomes.
Experience with data management, data capture, tracking methods and analysis for outcome measurements.
Knowledge and experience in effective client communications.
Proficient computer skills (Microsoft Suite and databases).
Four years’ office systems and customer service experience.
Two years of supervisory experience.
Employment is contingent upon successful completion of Criminal Offender Record check (C.O.R.I.) for hire and every three years. Successful completion of a background record check for NGRID contract through Accurate Background.? Evidence of a good driving record and ability to be covered under Community Action’s non-owned and hired vehicle policy.

Responsibilities

Oversee clients flow from intake to service delivery, ensuring each client receives clear communication and is guided through the process with care and accuracy.
Ensure compliance with program guidelines and funding requirements throughout the referral, scheduling, and service delivery processes.
Engage with energy technicians in relation to their assigned clients and assist with client services.
Recruit and Onboard contractors for weatherization, major repairs, heating systems, and home repair teams.
Educate contractors on organizational expectations, funding requirements, and program-specific guidelines.
Manage and track vendor contract dates for all teams, manage and track vendor insurance renewals & licenses for all teams.
Act as the primary liaison between the organization and contractors to maintain positive relationships and service quality.
Maintain databases that track client processes to ensure accurate and complete client services across multiple funding sources and activities.
Manage statewide client referrals from funding sources and internal referrals from within the agency. Ensure the referrals are followed up on and that client is receiving all applicable efficiency program options.
Manage both emergency and non-emergency referrals from within the program and external from the statewide referral board. Ensure clients will be tracked and followed up on to ensure timely service.
Monitor, track, and manage daily operations and ensure seamless communication across teams.
Continuously update the internal and external website for the Energy Department.
Representing Community Action Energy Programs by participating in community partnership meetings with other energy organizations.
Coordinate and manage outreach events.
Identify operational challenges and collaborate with leadership to develop and implement process improvements.
Provide the management team with regular reports and updates on contractor performance, client flow metrics, and operational bottlenecks.
Monitor and manage statewide software and data needs.
Supervise and support Referral Specialists and the Scheduling team to ensure timely, accurate client vetting and scheduling.
Select, train/orient, and supervise a team of staff across multiple office locations, including hybrid remote work.
Inspire and motivate others to achieve increasing levels of performance excellence.
Take an active leadership role in valuing and promoting different perspectives and opinions and approaches.
Supervise the program and personnel in compliance with agency policies and procedures.
Evaluate job performance and recommend compensation, promotions, and disciplinary actions.
Remote work available complying with the agency’s policy
Comply with agency and funders’ paperwork requirements and procedures
Attend regularly scheduled supervision meetings, team meetings, mandatory agency trainings, and participate in professional development activities.
Maintains strict confidentiality
Performs related work as required.