Multi-Family - Outreach Manager II

Talent Acquisition•Portland, OR

1d•$90,000 - $115,000•Hybrid

About The Position

The Outreach Manager II is primarily responsible for providing management and leadership to a team of Energy Advisors, Outreach Specialists, and Energy Engineers who are assigned to one of the company’s energy efficiency programs. This position will also provide energy advice and coordination services for customers. Identify opportunities regarding energy efficiency and introduce the various prescriptive and custom incentive measures that pertain to the customer segment. The position requires coordination with the Management to ensure that outreach processes are implemented efficiently, and that all communication with other programs/departments is conducted properly and timely.

Requirements

Bachelor’s degree from an accredited college or university or equivalent experience. Technical school degree combined with demonstrated experience in the electric/gas utility field will be considered when deciding on this position.
5+ years of experience within customer outreach/sales
Previous experience performing customer outreach initiatives with an energy efficiency program
Previous experience managing staff performing proactive customer outreach activities
Strong customer service and communication skills.
Must be able to handle a wide work variety and work in a fast-paced environment.
Must be a detail-oriented, organized, self-starter, and have an ability to prioritize workload
Ability to identify and resolve project application issues with customers and trade allies
Proficient in Microsoft Office, specifically Word, Excel and Outlook
Strong data entry skills in entering information in tracking systems/databases
Ability to communicate effectively, both verbally and in writing with customers, clients and employees
Ability to analyze and interpret data and solve practical problems
Knowledge of mathematical concepts such as fractions, percentages and ratios
Committed to diversity and inclusion
Reliable transportation
Valid driver’s license

Responsibilities

Directly supervise and mentor the Outreach team, specifically the Energy Advisors, Outreach Specialists, and Energy Engineers (Sales focused).
Interview, recommend for hire and train employees as needed
Plan, coach, assign and direct work as well as review job contributions, conduct performance reviews and reward and discipline employees as necessary
Achieve program objectives by maintaining productivity standards and goals, including property assessment, production installation, and customer service rates and results
Improve customer service quality results by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, and implementing changes
Coordinate with the Technology department by detecting and diagnosing software problems, provide guidance for corrective action and software program enhancements
Research, organize and summarize data for special projects. Develop, evaluate, recommend and implement procedures for data gathering, management and quality control. Analyze data for trends and/or conclusions.
Prepare status reports on program outreach progress and results. In conjunction with the Technology department, help develop, enhance and maintain information systems to support program operations reporting requirements.
Develop and monitor the Outreach team structure in order to accomplish monthly, quarterly and annual goals, along with managing short- and long-range planning
Responsible for the operational and department budget, budget monitoring and strategic planning of the Outreach programs and initiatives
Oversee and, as needed, perform daily outreach duties on programs
Establish a clear vision and direction for programs, including programs in different states, audiences, and specific user groups
Establish and direct outreach programs to meet customer goals
Identify and establish new program and outreach opportunities including coordination with client
Evaluate and strengthen existing processes to achieve program participation and revenue goals, including the establishment of integrated evaluations to allow for ongoing review of all outreach aspects
Coordinate and review with client all external communication pieces for brand, editing, and consistency. This includes mass distribution letters, e-blasts, faxes, statement stuffers, and any other external communication pieces
Collaborate with the Client Marketing department to coordinate PR and marketing opportunities for programs
Develop, maintain and promote positive and professional relationships with client, internal staff, customers and the general public