Lead Client Service Associate
: Job Details :

The Climate Equity & Impact team is hiring!Is this your next job Read the full description below to find out, and do not hesitate to make an application.

If you are a detail-oriented individual passionate about community development and possess the skills to excel in this role, we invite you to join our team at ABCD as a Lead Client Services Associate. Come make a meaningful impact and be part of a legacy that shapes positive change in Greater Boston.

Key Responsibilities:

Coordinate statewide intake center for single and multifamily clients

Oversee coordination with MassSave Community First Partnership Program, including engaging with CFP lead vendor

Manage referrals and oversight of Mixed Income Protocol

Manage NCAP referrals in Boston, Brookline and Newton

Transfer new application into database

Connect clients and make referrals to appropriate CAP agency and/or program

Work with Client Services Associates to manage, track and report on all referrals

Develop and improve referral process and platform on Monday.com

Maintain and update application records in database

Run queries and generate reports as requested

Determine and select and allocate customers to service vendors

Develop and update CSA training materials

Train Client Services Associates on all tasks and processes

Mitigate CAP sub grantee issues

Elevate issues to Assistant Manager as needed

Schedule appointments for energy efficiency vendors

Engage LEAN Single Family Website including: Live chat functions engagement with clients

Case study updates for website and public dissemination

Lead origination, outreach and outbound marketing calls

Monitor Google Analytics dashboard

Develop client communication materials and templates in Spanish & Portuguese

Communicate with single family and multifamily applicants and potential applicants: Field phone calls and inquiries

Notify new applicants when application is received

Request more information as needed

Request affordability documentation

Notify applicants when approved/denied

Perform past service check on new applications

Coordinate statewide outreach effort in Lead Vendor capacity

Communicate with vendors and utilities as needed

Track client process through marketing lifecycle

Coordinate Cap engagement on follow-up and completion client referrals

Review affordability/individual client income documentation

Take notes during meetings if requested

Maintain electronic and paper files

Coordinate with Manager on all of the above

Perform other related duties as assigned from time to time

Skills, Knowledge and Expertise:

A minimum of a Highschool Diploma/GED or equivalent and 1 to 3 years of professional work experience required. Experience in energy efficiency and/or multi-family low-income housing helpful. Experience in grant program management and/or customer service a plus. Experience with Microsoft Access and Excel or at least a high degree of comfort with databases and spreadsheets required. Must have good communication skills by phone and email. Flexibility, initiative, and ability to work in a team. Ability to deal sensitively and effectively with individuals of diverse economic and cultural backgrounds. Bilingual skills in Spanish are preferred.

Why Work Here:

Make a Difference: Every day, your work directly impacts the lives of thousands in the Greater Boston community, empowering them and making positive, lasting change.Inclusive Environment: ABCD values the diversity of its workforce, with an inclusive culture that respects individuality and promotes collaboration.Continuous Learning: We offer numerous training and development opportunities, ensuring our staff remain at the forefront of community action methodologies and strategies.

Full job description: Click here

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