ABOUT BUILD IT GREEN
Build It Green (BIG) is a nonprofit organization of building industry thought leaders and practitioners who share a vision for better buildings and a diligence for getting results.We are driving innovation and exciting initiatives in the residential building and energy efficiency industries and making a measurable difference for homes, people and the environment. To maximize our impact, we partner with thousands of building professionals, as well as industry partners, utilities, and government agencies.Learn more at: www.builditgreen.org.
BIG offers a friendly, positive work environment and a passionate work culture.Our HQ office is located in the heart of downtown Oakland at 300 Frank H. Ogawa Plaza, Suite 620; close to BART, the 12th Street/City Center Stationand AC Transit Bus lines. We offer a competitive wage and benefits package that includes medical, dental and vision insurance and 403(b) retirement savings plan with an employer match, paid holidays and time off.
ABOUT THE POSITION
The Senior Manager, Engagement Services will manage, oversee, and conduct the design, implementation, and evaluation of all aspects of contractor engagement and customer service processes and protocols for the services teams. This includes onboarding and development of team members, evaluating and effectively engaging technologies and practices to establish key metrics and reporting of contractor and customer service activities. The Sr. Manager, Engagement Services is the key point of contact in labor resource planning with program management. The Sr. Manager Engagement Services will be responsible to negotiate and clarify Service Level Agreements with Program Management.
RESPONSIBILITIES AND DUTIES
§ Serve as primary point of contact for department staffing requests and resource planning required by programs and potential proposed business programs. This involves participation at meetings (e.g. program check-in’s, labor resource planning, management meetings).
§ Implement customer service and engagement best practices to ensure a high level of customer/contractor satisfaction. Develop and present best customer practices to be used throughout Build It Green.
§ Research and set-up vendor agreements for engagement service activities.
§ Coordinate with Program Managers and other functional department heads to determine the appropriate technology needed for engagement service activities.
§ Create and maintain department protocols and process documents, including proper documentation and case management that is used by entire organization. Work with Program Management to define the level of service (Service Level Agreements) required under the contracted program for Contractor Engagement and Customer Service teams.
§ Identify needed customer service and technical training for staff members. Work with HR and Education to develop standard training materials for staff. Set annual performance goals and learning development plans for direct report team members.
§ Participate in the design and development of the business development proposals. This would include reviewing budget documents to confirm the labor hours and direct expenses needed to deliver tasks and deliverables outlined by the proposal.
§ Work with the Director of Operations to set annual department objectives, key results and key performance indicators.
§ Provide accurate, complete and timely internal and external reporting to senior management, service partners, funders, and others.
§ Provide customer and contractor service and outreach directly with client visits, by phone, email, and written correspondence in support of homeowners and contractors interested or currently participating in our programs. The Senior Manager will handle customer and contractor calls or queries as required.
§ Identify and assess customers’ needs to achieve satisfaction. Provide accurate, valid and complete information by using the BIG approved methods/tools. Issue periodic service survey to contractor partners to evaluate view of service level delivery performed.
§ Build sustainable relationships and trust with customer accounts through open. regular and interactive communication.
§ Oversee the development of strategies to effectively engage homeowners and to match the program to homeowner needs.
§ Flexible to lead and conduct the work of contractor and customer service as needed. Everyone on the team is focused to serve customers as needed.
EXPERIENCE, SKILLS, EDUCATION REQUIRED
§ Bachelor's degree (B.A. or B.S.) from four-year College or university in a related field or equivalent combination of education and experience such as would be gained working 5 years in the construction industry.
§ Minimum 3-years knowledge about residential construction/building science skills with an intermediate working knowledge of energy efficiency, building science, HVAC, construction or related fields. Two-years prior management experience is required.
§ Clear, concise and effective communications,verbally and in writing to present ideas and information to employees, clients, management and/or other stakeholders.
§ Project/program management experience demonstrating key collaborations skills, including instructional and negotiating skills with company internal and external stakeholders.
§ Ability to evaluate and produce budgets.
§ Ability to design and develop monthly reports, process documents, department protocols, and training standards.
§ Ability to resolve complex and escalated customer complaints and manage difficult conversations via in-person, telephone or online transactions.
§ Passion for providing high quality customer service, preferably with experience in a service center environment.
§ Demonstrated ability to manage multiple program priorities and set expectations for the contractor and customer engagement teams.
§ Intermediate/Advanced proficiency with Salesforce or a similar CRM. Experience with evaluating call center vendors and systems to engage best practices systems.
§ Intermediate proficiency with Microsoft Office Suite and Windows operating system.
§ A commitment to the mission of Build It Green.
§ Bilingual English/Spanish is a plus.
§ Ability to work in the office as required, and may work remotely as scheduled Monday through Friday.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
§ The position requires constant periods of sitting and working at a computer.
§ The position requires frequent talking on the telephone.
§ The position can require traveling of up to 25% of the time
§ Position requires occasional bending and lifting of objects of more than 25 pounds without assistance.