Intake Manager

Position Summary

The Intake Manager will play a key role in driving the adoption of solar and energy efficiency upgrades within Baltimore-area communities by supporting clients through the Energy Programs application and intake process. The Intake Manager will also lead a team of Energy Advisors in a high-volume, call center-style environment, guiding community members through enrollment in solar and energy efficiency programs. They will provide clear, step-by-step support throughout both the application and implementation processes, ensuring a seamless experience from enrollment to installation.

Additionally, they will follow up with clients to address questions and concerns, deliver exceptional customer service, and apply a human-centered design approach to continuously improve the client experience.

The ideal candidate is a confident and proactive leader who fosters a collaborative, high-performing team in a fast-paced environment. They lead by example, demonstrate strong accountability, and take ownership of projects from inception through completion. They are a self-starter who is comfortable working with a high degree of autonomy, exercising sound judgment and problem-solving skills to achieve organizational goals without relying on constant direction.

The successful candidate is resourceful, adaptable, and able to navigate ambiguity while maintaining focus on results. They possess outstanding verbal communication and interpersonal skills, with the ability to build meaningful relationships and effectively engage a diverse range of clients, community partners, and stakeholders.

• Oversee Energy Advisors in a call center-style environment, ensuring effective engagement of potential clients and the attainment of set benchmarks.
• Review, coach and manage call lists, messaging strategies, and performance metrics to optimize outreach efforts and meet scheduling goals.
• Set and communicate daily and weekly team priorities and goals, leading daily check-ins to align Energy Advisors on targets, remove blockers, and keep the team on pace to hit benchmarks.
• Assign and distribute a client follow-up list to ensure timely intake. Review and manage open tasks assigned to Energy Advisors, ensuring progress and completion.
• Educate clients on Civic Works’ suite of energy efficiency and solar programs, customizing messaging to meet the client’s needs and interests.
• Guide program participants throughout the application and intake process, consistently following up to ensure timely submission of supporting documentation.
• Maintain comprehensive knowledge of Energy Programs, grant requirements, and available energy efficiency, electrification, and solar services, serving as a resource for Energy Advisors through ongoing training, coaching, and knowledge sharing to ensure accurate client education and consistent program delivery.
• Conduct quality control for team communications and outreach, reviewing call scripts, messaging, and client correspondence for accuracy, consistency, and alignment with program requirements. Ensure every client touchpoint is clear, on-message, and reflects current program guidelines.
• Review applications for completeness and determine eligibility for grant-funded programs.
• Regularly and accurately enter data into Salesforce, including all communications and correspondence with clients.

• Proactively follow up with clients to guide them through each stage of the building assessment, installation, and quality control inspection process, ensuring steady progress and successful completion.
• Build, manage, and grow inbound referral partnerships with community organizations, contractors, and program partners, serving as the primary point of contact to ensure a steady pipeline of qualified client referrals and a smooth handoff into intake.
• Manage outbound referrals for clients whose homes require enabling repairs before they qualify for Civic Works’ services, connecting them to partner organizations that can address roofing, electrical, structural, or other barriers, and following up to move clients toward eligibility and resumption of the intake process.
• Develop and strengthen client relationships through ongoing needs assessments and engagement strategies.
• Monitor and analyze reports, performance data, and key metrics to evaluate the intake team's progress toward grant benchmarks and departmental goals, using insights to drive continuous improvement, ensure accountability, and support informed decision-making.
• Take full ownership of intake operations, proactively identifying, triaging, and resolving process bottlenecks and ensuring the team has the tools, resources, and support needed to succeed.
• Provide strategic oversight of the intake scheduling process by monitoring calendar performance, maximizing appointment capacity, and ensuring scheduling decisions support grant deliverables, operational efficiency, contractor coordination, community…