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Job Title: Home Energy Assessment Scheduler

Reports To: HEA Supervisor Department: Customer Service

FLSA Status: Non-Exempt EEO-1: Administrative Support Location: Boston, MA

Prepared By/Date: Human Resources February 2012



Summary: Logistical coordination of all aspects of Step 1 home energy assessment work. This position requires two Saturdays/month (working from home) with alternate Mondays off.



TO APPLY: http://tbe.taleo.net/NA6/ats/careers/requisition.jsp?org=NEXTSTEPLIVING&cws=1&rid=106



Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide first line of contact

o Consistent availability by phone and email to troubleshoot issues as they arise

o Responsible for assisting in management of schedule including coordination with Customer Service and Home Energy Advisors

o Daily proof calendar for errors, conflicts, and openings

o Dedication to goal of 100% utilization of each Advisor

• Provide excellent customer service to NSL clients via phone and email

o Take initiative to solve client issues

o Follow through on outstanding client tasks and issues to ensure best possible NSL customer experience

o Create and maintain customer records in Salesforce to assist with customer management, process transparency, and reporting

o Respond promptly to customer needs; Solicit customer feedback to improve service; Respond to requests for service and assistance; Meet commitments and manage difficult or emotional customer situations

• Office hours in South Boston from 9 AM -- 6 PM to coordinate field staff , includes answering field hotline and managing day to day field issues, advancing major issues to Director of Field Operations when necessary

• Attend all mandatory training sessions

• Mandatory Attendance/Punctuality: consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time; infractions may lead to termination



Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Education/Experience:

o Experience in Customer Service, Data Entry, and Logistics preferred

o Strong communication skills (written, oral, and phone), ability to work efficiently in a fast paced environment, and attention to detail required

o Bachelor's Degree Preferred

• Computer Skills:

o To perform this job successfully, an individual should have knowledge of Word Processing software and Spreadsheet software

o Experience with Salesforce customer relationship management software desirable

• Language Ability:

o Write reports, business correspondence, and procedure manuals

o Effectively present information and respond to questions from groups of managers, clients, customers, and the general public

• Math Ability:

o Calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume

• Reasoning Ability:

o Solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

o Interpret a variety of instructions furnished in written, oral, diagram, or schedule form

• Location: Boston, MA


• Compensation: $12.50/hour during training, $15/hour after training


• OK to highlight this job opening for persons with disabilities


• Principals only. Recruiters, please don't contact this job poster.


• Please, no phone calls about this job!


• Please do not contact job poster about other services, products or commercial interests.