Customer Engagement Supervisor

1 day ago

Saint Paul, United States Center for Energy and Environment Full time
Location

Hybrid - 3-4 days/month in either or our Minneapolis office or our St. Paul office

Join Our Dynamic Residential Team

We are looking for a Customer Engagement Supervisor to manage our growing Energy Advisor Service Team within our Residential Energy Department. The Energy Advisor Service works with customers, primarily from the Home Energy Squad program, to help them weatherize, decarbonize and electrify their homes by connecting them with high quality contractors, helping them braid and stack incentives, answering questions and connecting them to additional resources and related programs. This role will manage and support the Energy Advisors in this daily work and will guide the whole team toward long-term and strategic goals. The role will coordinate with staff across the department to develop clear, concise and motivating language that can be used throughout the customer journey to help explain technical building science. Additionally, the Customer Engagement Supervisor will manage the Home Energy Squad/energy audit report, a key communication tool and information resource for customers that connects them to the Energy Advisor Service.

Who We Are

Center for Energy and Environment (CEE) is a clean energy nonprofit with offices in North Loop of Minneapolis and St. Paul. We provide practical energy solutions for homes, businesses, and communities to cut energy waste and harmful emissions. We collaborate regularly with field peers and partners, and we employ curious people who enjoy learning and contributing to the Midwest's quality of life and economy. Recognized as one of Minnesota's top 200 workplaces by the Star Tribune, CEE is known for its open communication, respect for diverse perspectives, and commitment to work-life balance.

What We Offer
  • Insurance Coverage Options: To ensure you and your family are well protected, we have got you covered with Medical Insurance, Dental Insurance, Health Saving Account, and Flexible Spending Accounts.
  • Impact: We want to make the world a better and more energy efficient place. Our work and the decisions we make are rooted in this foundational desire.
  • Future Planning: To help you secure your financial future, benefit from our retirement saving program. Reach your goal sooner with our immediate vesting and company contribution.
  • Work/Life Balance: We recognize the importance of maintaining a healthy work-life balance and are dedicated to supporting our team members in various aspects of their lives. Our benefits include generous Paid Time Off (PTO), paid parental leave, and salary continuation for major medical events, ensuring that you have the support you need during significant life moments and personal challenges.
  • Holidays: Our company provides nine paid holidays each year, offering you ample time to observe important occasions and enjoy personal time.
  • Growth: We want everyone to grow and learn within their roles. We offer professional development opportunities and education assistance.
  • Championing DEI: Our committed DEI Committee promotes a diverse and inclusive work environment by establishing clear goals and assessing progress throughout the organization.

What You'll Do

Team Management, Supervision and Training
  • Manage, hire and train Energy Advisor Staff and offer regularly scheduled check-ins with direct reports
  • Have a deep understanding of energy efficiency and electrification and be able to communicate that knowledge to staff and customers
  • Develop and maintain a training program for the Energy Advisor Service
  • Ensure that direct reports can advise customers appropriately and timely by providing ongoing learning and development to the team
  • Highlight trends within Salesforce to help with decision making and goal tracking
  • Have or develop a working knowledge of CEE's field software (CeeTrack)
  • Have or develop a working knowledge of Salesforce, the CRM that Energy Advisors use to track customers
  • Assist the Senior Residential Energy Manager in tracking performance metrics

Report Management
  • Ensure that our Home Energy Squad/energy audit report is an effective communication tool for customers by crafting clear and concise language that populates in report based on inputs from CeeTrack, our field database
  • Maintain our Home Energy Squad/energy audit report by leading efforts to incorporate feedback from staff, make timely updates to reflect the evolving incentive landscape and/or other program changes
  • Coordinate with the relevant staff on report updates including field staff, IT staff, design and marketing and the Energy Advisor staff when updating the report

Team and Residential Department Coordination
  • Strategically manage the customer experience along with other residential staff
  • Coach residential staff (advisors, schedulers, field staff) to communicate in clear, consistent and motivating ways so that all interactions support the goals of the Energy Advisor Service
  • Maintain and improve our internal databases and systems in a goal-oriented way by working closely with system administrators and developers
  • Use data to drive decision making, improve processes and outcomes
  • Be a resource for staff across the company for residential data inquiries and research
  • Provide support to residential staff and management

Other duties as assigned/ apparent

Skills & Knowledge We're Looking For
  • Excellent communication skills including the ability to coordinate and run meetings, and communicate professionally and pleasantly with customers and coworkers
  • Ability to motivate, support and supervise direct reports
  • Deep residential program knowledge
  • An orientation toward teamwork
  • Proven ability to organize processes
  • Experience using Salesforce or equivalent CRM
  • Computer skills and high comfort level with modern office technology

Preferred Qualifications
  • Experience in program management and/or supervision
  • Experience leading teams/staff and projects with internal teams
  • Experience involving customer communication in the energy efficiency or electrification fields
  • Bachelor's degree or equivalent applicable experience in related field
  • Must have or be able to complete the BPI Building Science Principles (BSP) certification
  • Must have basic computer and keyboard competency and show proficiency in Microsoft Office Suite products and Google Drive
  • Comfortable in a fast-paced, professional environment
  • Spanish language skills are not required but helpful

Compensation

Dependent on qualifications and experience, we expect the compensation range for this position will be $30.5- $31.25/hr.

Center for Energy and Environment is proud to be an equal opportunity employer and workplace. All qualified applicants will be considered for employment with us without regard to race, age, color, religion, sex, national origin, sexual orientation, gender identity, disability, veteran status, or any other classification protected by applicable law. We are committed to creating teams that are as diverse as the communities we serve and encourages applicants from a wide range of backgrounds to apply.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)Learn More

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