Bilingual Customer Action Representative; Portuguese​/English

All In Energy, a nonprofit organization founded in spring 2018, seeks to accelerate an inclusive clean energy economy. We partner with cities and local community organizations to connect communities of color, non‑English speakers, and renters to energy‑saving programs and affordable renewable energy, helping families save money, make homes healthier, and combat climate change. We also create new pathways into clean energy jobs, expanding green career opportunities for people of color, multilingual individuals, and women.

We’re seeking a caring, detail‑oriented, fully bilingual Customer Action Representative to help Portuguese‑ and English‑speaking residents in the Merrimack Valley navigate Massachusetts’ sophisticated energy efficiency programs. Fluent communication in both languages is essential, and you will be the primary contact point in supporting families in Merrimack Valley, Framingham, and the broader Massachusetts area.

• Perform intake by phone and occasionally in‑person through walk‑ins at the Lawrence‑based office.
• Conduct eligibility screenings for clients to help them better understand available programs.
• Assist in finding and scheduling contractors to complete required work, including initial no‑cost home energy assessments.
• Make occasional in‑home visits to collect data necessary to assess opportunities for home electrification during, before, or after third‑party home energy assessments.
• Follow up with residents who have received energy assessments to help them understand recommendations and remove barriers to adding insulation.
• Collaborate with the supervisor to evaluate performance and customer satisfaction by analyzing customer call recordings.
• Assist clients with qualification and application support for rebates, incentives, and financing for their projects.
• Assist with invoicing for services rendered, ensuring accuracy and timeliness in billing procedures.
• Co‑manage projects with partner organizations and vendors to give and receive updates for the clients.
• Maintain organized contact records and other data about partnerships and community members, as well as program successes and challenges.
• Solicit feedback from residents and request referrals from family, friends, and neighbors.
• Perform miscellaneous tasks associated with executing our programs, as needed.

• Bilingual professional fluency in English and Portuguese, both written and spoken.
• Passion for addressing global climate change, equitable clean energy access, or economic and environmental justice.
• Ability and desire to speak with strangers on the phone or in person, encouraging them to take no‑cost actions that save money and energy while reducing greenhouse gas emissions.
• Demonstrated ability to creatively problem‑solve and overcome obstacles.
• Ability to work independently and as part of a small, nimble team.
• Detail‑oriented and able to keep tasks, records, and systems organized.

• Experience communicating with residents of low‑income and/or majority‑minority communities.
• Experience in sales, outreach, customer service, or organizing (e.g., retail, political canvassing, fundraising).
• Experience working with key performance indicators (KPIs).
• Experience with phone banking, voter registration calls, or other phone‑based outreach.
• Experience with Customer Relationship Management (CRM) systems such as Salesforce.
• Basic knowledge of how homes use and lose energy.
• Fluency also in Spanish and/or Khmer.

• Full‑time (night and weekend availability preferred).
• $27.89 per hour.
• Paid sick time, vacation time, retirement, and technology benefits.
• Health, dental, and vision insurance.
• Required attendance in the Lawrence office; occasional work from home is possible.
• For a detailed list of benefits, go to bit.ly/AIEbenefits.