Intake Manager

Description

Organization Summary:

Founded in 1993, Civic Works strengthens communities through education, skills development and community service. Our Center for Sustainable Careers (CSC) includes our workforce development programs, and Energy programs. 

Civic Works’ Energy Programs social enterprise is leading efforts to ensure that local residents are able to both reduce their energy costs and decarbonize their homes. These programs make it easy and affordable for community members across Central Maryland to go solar and upgrade their energy efficiency. As an integral part of Civic Works’ Center for Sustainable Careers, the Energy Programs also plays a pivotal role in expanding access to quality careers in the clean energy sector. This includes promoting job quality standards among program contractors, and creating on-the-job training opportunities for residents impacted by systemic inequities.

Position Summary

The Intake Manager will play a key role in driving the adoption of solar and energy efficiency upgrades within Baltimore area communities by supporting clients through the Energy Programs application and intake process. This includes assisting clients with completing required documentation, such as income qualification and insurance, to ensure a complete application that meets funding criteria. The Intake Manager will also lead a team of Energy Advisors in a call center-style environment, guiding community members to enroll in solar and energy efficiency programs. They will provide clear, step-by-step support throughout both the application and implementation processes, ensuring a seamless experience from enrollment to installation. Additionally, they will follow up with clients to address any questions or concerns, provide excellent customer service, and apply a human-centered design approach to enhance the client experience.

The ideal candidate is a strong leader who fosters a collaborative team environment in a fast-paced, high-demand call center setting. They possess excellent verbal communication and interpersonal skills, with the ability to build meaningful relationships and connect effectively with a diverse range of clients and stakeholders.

Primary Responsibilities:

I. Intake & Education (30%)

1. Oversee Energy Advisors in a call center-style environment, ensuring effective engagement of potential clients through phone and email outreach. 
2. Manage call lists, messaging strategies, and performance metrics to optimize outreach efforts and meet scheduling goals.
3. Lead the Energy Advisor team in daily and weekly check-ins, providing direction on scheduling priorities.
4. Assign and distribute a client follow-up list to ensure timely intake. Review and manage open tasks assigned to Energy Advisors, ensuring progress and completion.
5. Educate clients on Civic Works’ suite of energy efficiency and solar programs, customizing messaging to meet the client’s needs and interests.
6. Guide program participants throughout the application and intake process, consistently following up to ensure timely submission of supporting documentation.
7. Have a full understanding of, and demonstrate proficiency at explaining all products and services to existing and prospective clients. 
8. Review applications for completeness and determine eligibility for grant-funded programs. 
9. Regularly and accurately enter data into Salesforce, including all communications and correspondence with clients.

II. Case Management (40%)

1. Proactively follow-up with clients to guide them through each stage of the building assessment, installation, and quality control inspection process, ensuring steady progress and successful completion. 
2. Strategically work with cross-program coordination efforts to ensure all clients receive assistance from all qualifying programs, while monitoring and tracking shared clients.
3. Build and enhance client relationships through ongoing needs assessments and strategic engagement to drive customer retention and growth.
4. Coordinate closely with internal team members to ensure the program effectively meets participant’s needs and expectations.
5. Serve as an advocate for program participants and actively work to remove the barriers that prevent them from completing the energy efficiency and solar upgrades.

III. Staff Management (30%)

1. Recruit, supervise, lead, retain and continuously develop the skills and abilities of program staff.
2. Utilize an equity and inclusion lens in managing staff members.
3. Identify and support career advancement plans, identifying internal and external opportunities for professional development.
4. Work with the staff members to set and communicate performance standards that are specific and measurable.  Provide regular feedback and coaching. 
5. Create a strong team environment that fosters cooperation, interdependence, commitment, and the incorporation of lessons learned.
6. Evaluate all aspects of team effectiveness and continuously improve program operations. Analyze data in order to identify areas for improvement.
7. Make sure all team members are well integrated into Civic Works and the Center for Sustainable Careers.

Secondary Responsibilities:

1. Participate in direct outreach activities, as needed -- Engage residents through outreach at events, presentations, and calls, motivating sign-ups and on-the-spot appointments for energy services. 
2. Perform other duties as assigned or as needed.

Work Schedule:

• The Intake Manager is eligible to work remotely up to 4 days per week, but must be willing to commute to the office in Baltimore City at least 1 day per week.
• The default work schedule for the Intake Manager should align with standard business hours (approximately 8am-4pm / 9am-5pm Monday through Friday) in order to cover daily duties effectively (with reasonable flexibility to accommodate certain deadlines and personal needs).

Civic Works is committed to fostering a welcoming environment and denouncing racism in any form.  Civic Works is deeply committed to the dignity, equity, and inclusion of all persons regardless of race, sex, marital status, pregnancy, ethnicity, national origin, age, disability, religion, sexual orientation, gender identity, or expression, and veteran status.

Qualifications

Education and Experience:

• At least five (5) years of progressively increasing responsibility in customer service, sales, and/or lead generation experience.
• Experience leading a call center team a plus
• Prior people management experience.
• Must have strong proficiency with Microsoft Office, and Google Suite.
• Strong computer and database management skills required. Experience with Salesforce or other Customer Relationship Management databases is a plus.
• Knowledge of building science and solar installation a plus

Skills and Abilities:

• Ability to execute in a fast paced, high demand, metric driven call center environment.
• Excellent verbal communication skills, especially by phone.
• Strong sales, interpersonal, and relationship-building skills; able to engage diverse clients and explain technical information in an easy to understand way.
• Highly organized, detail-oriented, and able to manage multiple tasks simultaneously.
• Exceptional personal responsibility for meeting goals and a track record of success.
• Ability to recognize problems, develop innovative solutions, and implement them.
• Ability to delegate successfully while holding staff accountable.
• Skilled in coaching and empowering staff to improve their performance.
• Ability to quickly learn and adapt to evolving web-based software.
• Enthusiasm for energy efficiency and clean energy.

Salary : $50,000 - $60,000