Account Associate (Bilingual Spanish/ English)

Responsibilities

• Manage a portfolio of active customer cases through the entire Renew program lifecycle
• Proactively call customers promptly and consistently to advance them through their service journey efficiently and effectively
• Help customers navigate multiple program pathways (Mass Save, Merrimack Valley Renew, Energy Saver Home Loan, and income-qualified programs) based on determined eligibility and energy-saving goals
• Perform Energy Bill Check-Ups to identify and help customers execute on opportunities to reduce their bill, such as enrolling in reduced rates, enrolling in municipal aggregation programs, and accessing debt forgiveness programs
• Document all customer interactions and maintain accurate case records in Salesforce
• Collaborate with the Customer Action Manager to implement a system of quality control to optimize the customer experience and reduce errors
• Help customers understand recommendations in accessible terms, address their concerns or uncertainties with new or unfamiliar technologies like air source heat pumps, induction stoves, heat pump washer/dryers, and solar (technical training will be provided)
• Review and interpret contractor quotes and energy assessment recommendations with customers
• Create and maintain customer education materials in English and Spanish
• Conduct in-home visits to collect data for Renew assessments when necessary
• Serve as liaison between customers, Home Performance Contractors (HPCs), our technical advising company, Abode Energy Management, and our contractor payment partner, CLEAResult
• Coordinate scheduling of assessments and installations across multiple contractors
• Support the Senior Program Manager in the Renew fund reservation and invoicing processes by reviewing payment documentation for accuracy and completeness
• Support the Customer Action Manager to coach customer action representatives in effective customer account management strategies
• Support multiple programs and initiatives as organizational needs evolve

Requirements

• Bilingual professional fluency in English and Spanish, both written and spoken
• 3-5 years of experience in customer service and/or communications/outreach
• 1-2 years of experience in account/case management or program coordination
• Excellent communication skills over the phone and in person
• Strong organizational skills with the ability to manage multiple cases simultaneously
• Experience with CRM systems or database management
• Able to work both independently and collaboratively within a team
• Experience working in diverse, multicultural, and multilingual environments, with a commitment to equity and inclusive customer support
• Passion for environmental justice and helping underserved communities
• Proficiency with Microsoft Office Suite and web-based tools

Qualifications

• Experience in energy efficiency, housing, or social services sectors
• Familiarity with home energy technologies and weatherization
• Understanding of income qualification processes
• Valid driver's license and access to reliable transportation for occasional site visits
• Experience with Salesforce or similar CRM platforms