Account Associate; Bilingual Spanish​/English

All In Energy is an innovative nonprofit organization working to expand access to climate solutions and green jobs across the Commonwealth. Our mission is 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/landlords to energy‑saving programs and affordable renewable energy. These programs help families save money, make their homes healthier, and combat climate change while creating new pathways into clean energy jobs for diverse talent.

We’re seeking a caring, detail‑oriented Account Associate who is fully bilingual in Spanish and English to help residents in the Merrimack Valley navigate Massachusetts’ energy‑efficiency programs. The incumbent will provide high‑quality, professional support to Spanish‑ and English‑speaking families, serving as the primary point of contact for accessing energy‑efficiency and renewable‑energy programs.

You will support residents through every step of their home energy journey in both languages.

• Manage a portfolio of active customer cases through the entire Renew program lifecycle.
• Proactively call customers promptly and consistently to advance them through their service journey efficiently and effectively.
• Help customers navigate multiple program pathways (Mass Save, Merrimack Valley Renew, Energy Saver Home Loan, and income‑qualified programs) based on determined eligibility and energy‑saving goals.
• Perform Energy Bill Check‑Ups to identify and help customers execute opportunities to reduce their bill, such as enrolling in reduced rates, municipal aggregation programs, and debt‑forgiveness programs.
• Document all customer interactions and maintain accurate case records in Salesforce.
• Collaborate with the Customer Action Manager to implement a quality‑control system to optimize the customer experience and reduce errors.

• Explain recommendations clearly and address concerns about new or unfamiliar technologies like air source heat pumps, induction stoves, heat‑pump washer/dryers, and solar.
• Review and interpret contractor quotes and energy assessment recommendations with customers.
• Help customers understand financing options, rebates, and incentive structures.
• Create and maintain customer education materials in English and Spanish.
• Conduct in‑home visits to collect data for Renew assessments when necessary.

• Serve as liaison between customers, Home Performance Contractors (HPCs), our technical advising company, Abode Energy Management, and contractor payment partner, CLEAResult.
• Coordinate scheduling of assessments and installations across multiple contractors.

• Support the Senior Program Manager in the Renew fund reservation and invoicing processes by reviewing payment documentation for accuracy and completeness.
• Help the Customer Action Manager coach customer action representatives in effective customer account management strategies.
• Support multiple programs and initiatives as organizational needs evolve.

• Bilingual professional fluency in English and Spanish, both written and spoken.
• 3‑5 years of experience in customer service and/or communications/outreach.
• 1‑2 years of experience in account/case management or program coordination.
• Excellent communication skills over the phone and in person.
• Strong organizational skills with the ability to manage multiple cases simultaneously.
• Experience with CRM systems or database management.
• Ability to work both independently and collaboratively within a team.
• Experience working in diverse, multicultural, and multilingual environments, with a commitment to equity and inclusive customer support.
• Passion for environmental justice and helping underserved communities.
• Proficiency with Microsoft Office Suite and web‑based tools.

• Experience in energy efficiency, housing, or social services sectors.
• Knowledge of Massachusetts energy‑efficiency programs.
• Familiarity with home energy technologies and weatherization.
• Experience working with low‑to‑moderate…