Customer Service Manager

~ The Center for EcoTechnology helps people in Massachusetts and neighboring states save energy and reduce waste in their homes and businesses. ~

For more than 35 years we've offered proven advice and resources to help people save money and feel more comfortable at home and to help businesses perform better. Working with partners throughout the region, we're helping transform the way we live and work for a better community, economy, and environment - now and for the future.

Position Overview

This position oversees the Green Home Services Customer Service Department. This position ensures that customer service requirements meet or exceed our client expectations. The position involves working on improving CET's practices to increase cost-effectiveness, quality of work, customer satisfaction, and level of energy efficiency achieved.  

This is a full-time position with an expected number of hours approximately 40-45 per week. Work on some weekends and evenings will be required. Travel throughout Western Massachusetts is necessary. Some work from home will be expected.   

Responsibilities  

Position Responsibilities include the following. Other duties may be assigned to meet business needs. 

• Manage all aspects of the employment of customer service representatives including hiring, training and performance evaluations.
• Ensure that administrative services are performed accurately and per the requirements of our utility clients
• Responsible for ensuring that customer calls are handled appropriately - providing correct information in a professional and friendly manner
• Ensure customer service complaints in relation to scheduling, utility incentive rules, and other topics are handled appropriately
• Responsible for ensuring that field staff are schedules filled and maintained appropriately, and paperwork is ordered, tracked, and organized completely
• Manage the sales strategies, database tracking/reporting/entry and follow up by customer service representatives to customers
• Ensure timely and accurate processing of customer deposits.
• Provide input into budgets and work to keep administrative costs in line
• Work with other managers to propose and implement changes to CET's practices that will enhance revenue
• Work with other managers to increase the level of energy savings achieved
• Foster a positive and productive work environment for the Customer Service Representatives
• Revise and maintain the Administrative Staff Protocols
• Ensure that all data checks and reconciliations are performed and managed appropriately

Qualifications 

• Bachelor's degree in related field
• At least three years customer services management experience
• Excellent organizational and time management skills
• Excellent staff management/project management skills
• Excellent customer service and problem solving skills
• Strong computer and communication skills
• Knowledge about home construction / renovation
• Good math skills including geometry
• Reliable, hardworking, trustworthy
• Passion for the environment and community involvement 

Compensation: This position is a salaried position with benefits.  

To Apply

Please use the email address below to send a cover letter and resume to:

Amanda Bates, HR Assistant
Center for EcoTechnology
112 Elm Street, Pittsfield, MA 01201

~ CET is an equal opportunity employer and encourages all to apply ~