Intake Specialist

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 Specialist will play a key role in driving the adoption of solar and energy efficiency upgrades in Baltimore area communities. Through phone- and email-based advising services, the Intake Specialist will serve as a resource for homeowners and motivate them to sign up for solar and energy efficiency upgrades. Throughout the installation process, the Intake Specialist will provide step-by-step guidance, and ensure that homeowners receive fair treatment and quality service.  The ideal candidate thrives in a fast-paced, high-demand, call center environment and excels in verbal communication. They possess strong interpersonal skills, with the ability to build relationships and connect effectively with a diverse range of clients and stakeholders.

Primary Responsibilities:

I. Intake & Education

1. Drive client conversion by motivating sign-ups for Civic Works’ energy efficiency and solar services
2. Intake Specialists must be available 8am to 4pm to answer incoming calls and assist clients.
3. Conduct phone and email outreach in a call center setting, following up on assigned leads within 72 business hours
4. Promptly handle inbound inquiries, acquiring new clients, and expanding existing relationships by promoting additional services
5. Guide clients through application and intake, consistently following up to ensure timely submission of supporting documentation. 
6. Have a full understanding of, and demonstrate proficiency at explaining all products and services to existing and prospective clients. 
7. Review applications for completeness and determine eligibility for grant-funded programs. 
8. Accurately log all client interactions and communications in Salesforce

II. Customer Service

1. Consistently follow up with clients to ensure they progress through each stage of the building assessment, installation, and quality control inspection process.
2. Coordinate with other staff members to ensure the program is delivering on each participant’s needs and expectations.
3. Maintain a high level of customer satisfaction and professionalism during all client interactions.
4. Completes client interactions by offering recommendations, arranging follow-ups, or directing individuals to relevant agencies as needed.

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 Specialist 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 Specialist 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:

• Previous customer service, sales, and/or lead generation experience preferred.
• Must have strong proficiency with Microsoft Office, and Google Suite.
• Experience with Salesforce or other Customer Relationship Management databases is a plus. 
• Knowledge of building science and solar installation is a plus.

Skills and Abilities:

• Ability to execute in a fast paced, high demand, metric driven call center environment.
• Excellent verbal and written communication skills, especially via phone, email, text, and mail.
• 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.
• Proficient in electronic communication and documentation, with the ability to quickly adapt to evolving web-based software
• Enthusiasm for energy efficiency, clean energy and/or social justice.
• An understanding of the multiple forms of systemic and racialized inequity that prevent people from accessing resources. 
• Experience working in and creating diverse, equitable, and inclusive environments.

Salary : $40,000 - $50,000