Full-Time Bilingual Customer Action Representative (Portuguese/English)

Bilingual Customer Action Representative (Portuguese)

Customer Action Lawrence, Massachusetts

Do you want to advance racial and economic justice while tackling climate change? All In Energy, a nonprofit organization, was founded in the spring of 2018 with a mission to accelerate an inclusive clean energy economy. We work hand-in-hand with cities and local community organizations to connect communities of color, non-English speakers, and renters to energy-saving programs and affordable renewable energy, which help families save money, make their homes healthier, and combat climate change. We are also creating new pathways into clean energy jobs, increasing green career opportunities for people of color, multilingual individuals, and women.

We're seeking a caring and detail-oriented, fully bilingual Customer Action Representative to help Portuguese- and English-speaking residents in the Merrimack Valley navigate their way through Massachusetts' generous, but complicated energy efficiency programs. You must be fluent in verbal and written English and Portuguese at a professional level. You will play a critical role in ensuring the residents we meet receive high-quality support to access programs that can save their families money and make their homes healthier and more comfortable. The Customer Action Representative will be the primary contact point in helping Merrimack Valley, Framingham, and Massachusetts families access energy efficiency and renewable energy programs.

Responsibilities consist of supporting residents through every step of their home energy journey, in English and Portuguese:

• 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.

Required Qualifications:

• Bilingual professional fluency in English and Portuguese, 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, 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

Preferred Qualifications:

• 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

Hours, Benefits, Compensation:

• Full-time (night and weekend availability preferred)
• $27.89/hour
• 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