Intake Specialist

Intake Specialist

Center for Sustainable Careers - Baltimore, MD

Overview

Salary Range $45,000.00 - $55,000.00 Salary/year Position Type Full Time Job Shift Day Education Level Not Specified Travel Percentage Negligible Category Staff Member

Description

Civic Works' Energy Programs makes it easy and affordable for Baltimore City and Central Maryland residents to go solar, upgrade their energy efficiency, and strengthen the resilience of their homes. Through our programs, residents of all income levels lower their energy bills, improve the comfort and safety of their homes, and have a positive impact on the environment. As an integral part of Civic Works' job training center, we also play a pivotal role in expanding access to quality careers in the clean energy sector. Civic Works' green initiatives have been highlighted by The Baltimore Sun, The Washington Post, the US Conference of Mayors, and the Maryland Sustainable Growth Commission. Join us in creating a resilient clean energy economy.

The Intake Specialist will play a key role in driving the adoption of solar and energy efficiency upgrades in Baltimore area communities. Through phone-, SMS- 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. The Intake Specialist will encourage homeowners to schedule a solar and/or energy efficiency assessment, and then implement the recommended improvements. 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. Manage the conversion from potential clients to satisfied customers by motivating individuals to sign up for Civic Works' suite of energy efficiency and solar energy services.
2. Intake Specialists must be available in the phone queue during open hours to answer incoming calls and assist clients by providing information about Civic Works services.
3. Conduct outreach via phone, text, and email in a call center-style environment to engage prospective clients. Intake Specialists are assigned leads and are responsible for following up within three business days.
4. Respond promptly to inbound inquiries, acquiring new clients and expanding existing client relationships by promoting additional services.
5. Guide program participants throughout the application and intake process, 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. Regularly and accurately enter data into Salesforce, including all communications and correspondence with clients.
9. Meet or exceed individual performance targets, including daily outbound call volume, response time on assigned leads, assessments scheduled per week, and conversion rate from lead to completed install. Targets are reviewed with your supervisor and adjusted as programs and funding sources change.

II. Customer Service

1. Consistently follow up with program participants to ensure they move forward 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 client's needs and expectations.
3. Maintain a high level of customer satisfaction and professionalism during all client interactions.
4. Complete client interactions by offering recommendations, arranging follow-ups, or directing individuals to relevant agencies as needed and providing wrap-around services.

Secondary Responsibilities:

1. Participate in direct outreach activities, as needed -- engaging directly with residents through outreach at community events, presentations, and phone calls and motivating residents to sign up for energy upgrade services and schedule appointments on the spot.
2. Perform other duties as assigned or as needed.

Qualifications

Education and Experience:

• Previous customer service, sales, and/or lead generation experience preferred.
• Must have strong proficiency with Microsoft Office, Google Suite and other computer programs.
• 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 call center environment with individual performance metrics, including daily call volume, lead follow-up time, appointment scheduling, and conversion to completed installation.
• Excellent verbal communication skills, especially by phone.
• Excellent written communication skills, especially by email, text message, and mail, utilizing all provided communication templates.
• Excellent relationship-building skills, interpersonal skills, and sales skills; ability to personally connect with and engage with diverse groups of program participants.
• Ability to 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 using electronic systems for communication, correspondence, and documentation.
• Ability to quickly learn and adapt to evolving web-based software.
• Enthusiasm for energy efficiency, clean energy and/or social justice.
• Experience working in and creating diverse, equitable, and inclusive environments.

Work Schedule:

• This position is eligible for a hybrid schedule. Candidates must be able to commute to the Baltimore City office at least 3 days per week, with the option to work remotely on the remaining days. During the 90-day orientation period, additional in-office days will be required. This arrangement is subject to change based on organizational needs and may be adjusted to include additional in-person time.
• This role also requires at least one evening shift per week to support community outreach, including phone-banking to reach residents who are more accessible outside regular business hours, as well as attending community events and neighborhood association meetings. Comp time may be provided when work is performed outside standard business hours.
• 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).

Benefits

• Eligible for benefits, including but not limited to medical, dental, and vision insurance, long-term and short-term disability, life insurance, 401(k) plan with employer match, and paid time off.