Full-Time Bilingual Customer Action Representative (Spanish/English)
- Perform intake by phone and occasionally in-person through walk-ins at the Lawrence-based office.
- Conduct eligibility screenings for clients to help them better understand what programs are available to them.
- Assist in finding and scheduling contractors to complete required work, including an initial no-cost home energy assessment.
- Make occasional in-home visits to collect data necessary to assess opportunities for home electrification during, before, or after third-party home energy assessments
- Follow up with residents who have received energy assessments to help them understand recommendations and remove barriers to adding insulation to their homes.
- Collaborate with the supervisor to evaluate performance and customer satisfaction by analyzing customer call recordings.
- Assist clients with qualification and application support for rebates, incentives, and financing for their projects.
- Assist with invoicing for services rendered, ensuring accuracy and timeliness in billing procedures.
- Co-manage projects with partner organizations and vendors to give and receive updates for the clients.
- Maintain organized contact records and other data about partnerships and community members, as well as program successes and challenges.
- Solicit feedback from residents who have been through the program and ask for referrals from family, friends, and neighbors.
- Miscellaneous tasks associated with executing our programs, as needed.
- Bilingual professional fluency in English and Spanish, both written and spoken
- Passion for addressing global climate change, equitable clean energy access, or economic and environmental justice
- Ability and desire to speak with strangers on the phone or in person in English and Spanish, to ask them to take a no-cost action to save money and energy while helping reduce greenhouse gas emissions
- Demonstrate ability to creatively problem solve and overcome obstacles
- Ability to work independently and as a part of a small, nimble team
- Detail-oriented and able to keep tasks, records, and systems organized
- Experience communicating with the residents of low-income and/or majority-minority communities
- Sales, outreach, customer service, or organizing experience, e.g., retail, political canvassing, 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 like Salesforce
- Basic knowledge of how homes use and lose energy
- Fluency also in Spanish and/or Khmer
- Full-time (night and weekend availability preferred)
- $27.89/hour
- Flexible schedule, paid sick time, vacation time, retirement, and technology benefits
- Health, dental, and vision insurance
- Required attendance in the Lawrence office, occasional work from home is possible
- For a detailed list of benefits, go to bit.ly/AIEbenefits
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