Customer Service Associate, Households

About Rewiring America

Rewiring America is the leading electrification nonprofit, focused on electrifying our homes, businesses, and communities. We develop accessible, actionable data and tools, and build coalitions and partnerships to make going electric easier for households and communities. Rewiring America helps Americans save money, tackle nationwide emissions goals, improve health, and build the next generation of the clean energy workforce. We believe in an abundant, flourishing, climate-safe future, and know that, together, we can realize one.

Position Summary

We are growing our team and seeking a creative and resourceful Household Service Associate to join our Growth team. This role will report to Rewiring America’s Sr. Manager of Experience. In this role, you will support households as they decarbonize their homes by replacing fossil-fuel HVAC systems with heat pumps. You will listen to understand the needs and concerns of homeowners, and nudge them toward appropriate resources that meet their needs. You’ll be our first responder responding with clarity, accuracy, and grace to homeowners’ questions throughout their heat pump installation process. This may mean helping them determine what incentives are available to them, guiding them through state, local, and utility rebates applications, understanding how to find a contractor, or asking the right questions to determine who can solve a problem with the equipment already installed in their home. You’re not an expert on all of these things, but you have problem-solving skills to connect them with someone who is. 

There is no single formula for success in working with households. You will bring your curiosity, empathy, problem solving skills, and drive to the table to bring meaningful improvement to the household’s most precious asset, which is their home.  You will coordinate with our internal subject matter experts to ensure you’re bringing accurate financial, technical, and practical information to a homeowner, and connect with local staff to make sure you know exactly what a household should expect from each step of their installation process.  

You will join a passionate, cross-functional team that exists to help homeowners realize the cost savings, increased comfort, emissions reductions, and clean air associated with replacing a fossil fuel heating system with a heat pump. And your impact isn’t limited to individual households. Every inquiry and conversation contributes to a broader movement and gets us closer to improving the health and functioning of our communities.

Requirements

What You’ll Do

As our Household Service Associate, you will: 

Big Picture

• Provide excellent household service and be the first point of contact for household inquiries via phone, email and other digital communication channels such as a chatbot; route questions to the appropriate resource or team as needed and ensure the return call or email occurs in a timely fashion
• Have an eye for continual optimization and improvement; learn and integrate knowledge related to loans, payment options, and financial incentives and rebates at federal, state, local and utility levels into household responses on an ongoing basis 
• Be evaluated on upward trending household/customer satisfaction scores, timely and accurate responses to inbound inquiries, the evolution of a library of response scripts/templates to meet household/customer service team needs and organization-wide visibility into themes and trends 

Day-to-day

• Provide inbound routing and personalized support to digital tool users and households who are in the process of implementing electrification projects in collaboration with Rewiring America or independently with support from Rewiring America tools and resources
• Route and provide a warm hand-off for digital tool users and households to relevant partners on the ground on an ad hoc and as-needed basis  
• Collaborate with the Sr. Manager, Experience to compile and share findings and themes with relevant functions of the organization on a regular basis 
• Collaborate with our Growth and Product teams to test and refine service tools and processes intended to support our teams in answering household questions with greater efficiency and accuracy 
• Contribute to accurate household data profiles, and ensure changes are routed to the appropriate resources (contractor, loan provider, etc.) as needed 

Who You Are

The incoming Household Service Associate will be driven by a commitment to Rewiring America’s values, vision, and mission. Through their track record as a program manager, customer service or success manager, the successful candidate embraces the idea that we can do big things, and demonstrates humility, curiosity, and a learner’s mindset. They recognize that the stakes of what we are trying to accomplish depend on a passionate, high-functioning, and reliable team. 

You will join an organization that operates with a sense of urgency and a track record of success across the fields of science, technology, business, policy, and politics. As our Household Service Associate, you must add a commitment to a professional and warm service experience for households.

The successful candidate demonstrates enthusiasm for making electrification easy, and models excellence and integrity in all they do. The selected candidate will also possess the following Core and Preferred qualifications and characteristics:

Core qualifications: 

• Strong commitment to the mission, policies and goals of Rewiring America
• At least 2 years of experience responding directly to end-users, clients and/or customers in a fast-paced environment 
• At least 2 years of experience leading or supporting on developing customer service manuals and templated content for end-users, clients and/or customers 
• Ability to respond to up to dozens and potentially hundreds of household inquiries on a weekly basis via phone/text, email and potentially video conferencing for technical troubleshooting
• Great written and verbal communication skills
• Strong detail-orientation and passion for good systems and continuous improvements
• Critical thinking skills and the ability to both operate autonomously and direct inquiries to subject matter experts as-needed 
• Demonstrated ability to gather and synthesize complex information 
• Strong intuition and judgment with an ability to anticipate issues before they arise
• Facility with technology to support remote team work
• Ability to collaborate with a small and growing team with competing demands with speed, excellence, and humor
• Ability to work a flexible schedule within the salaried full-time 40 hours/week as we anticipate that this role may be best suited to working 10am-6pm or 11-7pm ET depending on call demand (with breaks throughout)

Preferred qualifications:

• Bachelor’s degree and/or equivalent work experience.
• Excellent references demonstrating a strong track record in problem solving and clear communication under pressure 
• Ability to multitask and/or strong time management skills 
• Content knowledge in climate, renewable energy, and/or building electrification
• Previous experience collaborating with product and engineering teams, such as reporting bugs or feature requests  
• Previous experience as a Project Manager, Program Manager, Customer Service Representative, Customer Success Manager or similar position 
• Previous experience working with customer service technology such as Intercom or Zendesk

Benefits

Commitment to Racial Equity, Diversity and Inclusion

Rewiring America values diversity in all its forms and is committed to inclusive and transparent recruitment, hiring and promotion processes. Candidates of diverse backgrounds and lived experience are strongly encouraged to apply.

Hiring Statement

Rewiring America, Inc. is a 501(c)(3) public charity that incubates new and innovative public-interest projects and grant-making programs. Rewiring America is safe and open to all employees and partners, respecting the full spectrum of race, color, religious creed, sex, gender identity, sexual orientation, national origin, political affiliation, ancestry, age, disability, genetic information, veteran status and all other classifications protected by law in the locality and/or state in which you are working. 

Compensation and Benefits

The salary range for this position is $75,000 - $105,000  USD, commensurate with qualifications and experience. 

Rewiring America is proud to offer a comprehensive benefits package that includes:

• 100% employer-paid health, dental, and vision insurance for employees (and their families). 
• 100% employer-paid short term and long term disability insurance and life insurance policies.
• Employees automatically receive a 6% safe-harbor employer contribution to their 401k retirement plan, regardless of their own contributions. 
• Employees are also eligible for pre-tax transportation benefits. 
• Full Time Employees will receive 160 hours of vacation time, 80 hours of health leave, up to 2 days of casual leave, and 24 hours of volunteer leave annually. 
• Employees will also receive 11 paid holidays throughout the calendar year (13 days during Presidential and Congressional elections). 
• We have an office closure between Christmas and New Year. 
• Regular, full-time employees and part-time employees are eligible to take up to sixteen weeks of parental leave, in all cases related to birth, adoption, or foster care starting from the first day of employment. 
• We offer access to professional development resources including up to $2000 per calendar year to use towards your growth and development.

Application Procedure 

To apply or nominate a candidate, please submit an application and resume via the Rewiring America page at Workable.This position is open until filled, and we are moving quickly to fill this position -- apply as soon as possible. Candidate review and phone screens begin immediately and will be conducted throughout the search period.

E-Verify 

Rewiring America, Inc.  participates in E-Verify and will provide the federal government with employees’ Form I-9 information to confirm authorization to work in the United States. Job candidates and employees authorized to work may not be discriminated against on the basis of national origin or citizenship status.