WHE - Outreach Manager II

Talent Acquisition

2d•$92,000 - $102,000

About The Position

The Outreach Manager II provides management and leadership to a team of Energy Advisors, Outreach Specialists, and Energy Engineers assigned to an energy efficiency program. The role also provides energy advice and coordination services to customers, identifies energy-efficiency opportunities, and introduces relevant prescriptive and custom incentive measures. The manager coordinates with company management to ensure outreach processes are implemented efficiently and communications with other programs and departments are conducted properly and on time. The role oversees the Outreach team and program operations, including staffing, coaching, performance management, productivity, customer service quality, reporting, data quality, technology-related coordination, budgeting, and strategic planning. It also establishes program direction and outreach initiatives, develops and evaluates processes to meet participation and revenue goals, coordinates external communications with clients, collaborates with Client Marketing, and maintains professional relationships with clients, staff, customers, and the public. Travel of up to 40% may be required.

Requirements

Bachelor’s degree from an accredited college or university, or equivalent experience. A technical school degree combined with demonstrated experience in the electric or gas utility field may be considered.
At least 5 years of experience in customer outreach or sales.
Previous experience performing customer outreach initiatives for an energy-efficiency program.
Previous experience managing staff performing proactive customer outreach activities.
Strong customer service and communication skills.
Ability to handle a wide variety of work in a fast-paced environment.
Detail-oriented, organized, self-starting, and able to prioritize workload.
Ability to identify and resolve project application issues with customers and trade allies.
Proficiency in Microsoft Office, specifically Word, Excel, and Outlook.
Strong data-entry skills using tracking systems or databases.
Ability to communicate effectively 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.
Commitment to diversity and inclusion.
Reliable transportation.
Valid driver’s license.
Willingness to travel up to 40%.

Responsibilities

Directly supervise and mentor Energy Advisors, Outreach Specialists, and Energy Engineers focused on sales.
Interview, recommend candidates for hire, train employees, assign and direct work, review contributions, conduct performance reviews, and reward or discipline employees as needed.
Maintain productivity standards and goals for property assessment, production installation, and customer service.
Improve customer service quality by evaluating and redesigning processes, establishing service metrics, monitoring results, and implementing changes.
Coordinate with the Technology department to identify and diagnose software problems and provide guidance on corrective actions and enhancements.
Research, organize, and summarize data for special projects; develop and implement data-gathering, management, and quality-control procedures; and analyze data for trends or conclusions.
Prepare reports on outreach progress and results and help develop, enhance, and maintain information systems for program reporting.
Develop and monitor the Outreach team structure and short- and long-range plans to meet monthly, quarterly, and annual goals.
Manage operational and departmental budgets, monitor spending, and contribute to strategic planning for outreach programs and initiatives.
Oversee and, when needed, perform daily outreach duties on programs.
Establish program vision and direction across states, audiences, and user groups, and direct outreach programs to meet customer goals.
Identify and establish new program and outreach opportunities, coordinating with clients as appropriate.
Evaluate and strengthen processes to achieve program participation and revenue goals, including establishing ongoing evaluations of outreach activities.
Coordinate and review external communications with clients for branding, editing, and consistency, including letters, e-blasts, faxes, and statement stuffers.
Collaborate with Client Marketing to coordinate public relations and marketing opportunities for programs.
Develop, maintain, and promote positive professional relationships with clients, internal staff, customers, and the general public.
Provide customers with energy advice and coordination, identify energy-efficiency opportunities, and introduce relevant incentive measures.