Customer Engagement Supervisor

Location

Hybrid – 2+ days/week in our Roseville 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 Minneapolis and Roseville, MN. 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

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 or 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 a 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 $30.50 - $31.50 per hour.

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 encourage applicants from a wide range of backgrounds to apply.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.