Manager - Statewide Client Services Center (Call Center)

The Statewide Client Services center is the centralized branch of our Low-income Energy Affordability Network (LEAN). Through the LEAN, we provide phone & online communication services for residents in MA interested in our Energy Conservation Programs. The Manager of the Statewide Client Services Center is responsible for the oversight and achievement of key customer metrics of the Client Services Center.

Key Responsibilities:

• Oversee the staffing, training, and management of the Statewide Client Services Center staff (SCSC).
• Partner with Department Leadership to define new team goals and evaluation methods.
• Monitor Key Customer Data Requirements and Key Performance Indicators.
• Monitor and report on SCSC status, goals, and metrics to ensure compliance.
• Update and improve the client journey process to deliver seamless client enrollment.
• Act as first point of contact for customer inquiries and escalations, partnering with department leadership to assign appropriate owner, responsible for monitoring issue resolution to closure according to escalation timelines.
• Coordinate with ABCD Public Information team to regularly communicate program information and achievements.
• Create and implement cross functional coordination and referral pathways between statewide benefit programs, including ensuring presence at community events.
• Engage with internal teams, funding sources, customers and other external partners to develop and implement all marketing strategy and materials, including case studies
• Conduct market research and data analysis to develop and implement outreach strategies to increase exposure and reach of the programs.
• Engage with web design team for website updates and adjustments.
• Maintain accurate and up-to-date electronic and paper records, running queries and generating reports as requested.
• Manage and update reporting/record keeping processes as needed.
• Communicate and coordinate with vendors and utilities.
• Update Program Guidance and other program documents.
• Perform other related duties as assigned.

Skills, Knowledge and Expertise:

• A minimum of a High School Diploma or equivalent and five to ten years of relevant experience is required.
• Experience in energy efficiency and/or multi-family low-income housing is required.
• Experience working in Customer Service environment is required.
• Experience in grant program management a plus.
• Demonstrated ability to utilize databases.
• Strong oral and written communication skills.
• Flexibility, initiative, and ability to work in a team required.
• Ability to deal sensitively and effectively with individuals of diverse economic and cultural backgrounds.

ABCD is a nonprofit human services organization that each year provides more than 100,000 low income residents in the Greater Boston region with the tools and resources needed to transition from poverty to stability and from stability to success.To fulfill this purpose, ABCD uses a comprehensive approach that systematically addresses the range of barriers faced by households in poverty, from day-to-day crises to long-term needs for jobs and education.