Weatherization Program Coordinator

Organization Summary

Civic Works Energy Programs makes it easy and affordable for Baltimore City and Central Maryland residents to make home energy improvements. As a “one stop shop” for a suite of home energy efficiency and rooftop solar installation programs, Civic Works helps homeowners and renters of all income levels maximize energy bill savings, while also improving the comfort and safety of the home.  As a social enterprise operating within Civic Works’ job training center, Civic Works Energy Programs is simultaneously able to provide transformative opportunities to unemployed/underemployed residents for on-the-job training and a pathway to a great job with family-sustaining wages and benefits.  

Since 2009, Civic Works has offered low-income energy efficiency upgrades to Baltimore and the surrounding regions. Since 2022, we have greatly increased our offerings of free and reduced-cost electrification upgrades, and many customers benefit from additional rooftop solar installations as well. Civic Works seeks an additional organized and detail-oriented program coordinator to collect, process, and compile weatherization project data and documentation, utilizing our Salesforce database and a variety of other cloud-based tools.  

Civic Works’ green initiatives have been highlighted by The Baltimore Sun, The Washington Post, the US Conference of Mayors, and the Maryland Sustainable Growth Commission. Join us in creating a resilient clean energy economy. Learn more about our transformative residential energy programs at https://civicworks.com.

Position Summary:

The Weatherization Program Coordinator will support Civic Works energy efficiency programs, specializing in tracking details for comprehensive energy audits and weatherization projects, electrification upgrades, and compiling grant reports.  The Weatherization Program Coordinator will be responsible for the accurate and timely updating of records in Salesforce, used for tracking open projects, open customer support issues, and open invoices. The Coordinator will also work backwards to ensure funder reporting and invoicing deadlines are met. The Coordinator will collaborate with both internal teams and subcontractors to improve efficiency, effectiveness, and customer satisfaction.

Primary Responsibilities:

I. Weatherization Project Tracking

1. Track open comprehensive energy audit and weatherization projects from start to finish in our Salesforce database.  
2. Run regular status reports on open projects in Salesforce, making accurate and timely updates to project records, and following up with coworkers and subcontractors when milestone deadlines are not met.
3. Support management in running monthly contractor check-in calls, including running bi-weekly status reports and keeping consistent communication with the contractors throughout the month.
4. Review audit and job submissions, ensuring they meet funding requirements. Ensure communication between the contractor and customer is being done in a timely manner and timely updates are given to the internal team via slack/salesforce.

II. Weatherization Grant Reporting and Customer Invoicing

1. Support a timely turnaround of project completion to the reimbursement of Civic Works for services rendered.  
2. Download supporting written and photo documentation, organize electronic files, enter key project data and household data into our Salesforce database, and follow up with co-workers and subcontractors when documentation requirements are not met.
3. Work closely with the Contracting Manager to prepare monthly accurate reports for grant funders.  

III. Program Coordination and Support

1. Provide backup support to the Energy Conservation Coordinator and intake team in processing updates to the schedule of home energy efficiency and solar appointments.  
2. Verify intake fields are complete in Salesforce, convert records from leads to clients, and assist in finalizing calendar events.
3. Evaluate protocols for continuous improvement and work closely with the Production Manager to adapt processes to increase efficiency and effectiveness.
4. Support the coordination on yearly contractor grant sub-agreements, including insurance and certification documents.

IV. Promotion & Marketing Support

1. Collaborate with Civic Works’ Marketing team on social media campaigns.
2. Collect and develop client testimonials for promotional content.

V. Customer Complaint & Issue Resolution

1. Serve as the primary point of contact for customer complaints, concerns, warranty requests, and maintenance issues, documenting and coordinating with internal staff, subcontractors, and vendors from intake through final resolution in a timely manner. 
2. Maintain detailed records of complaint investigations, corrective actions, and outcomes within Salesforce. 
3. Identify recurring issues and recommend process improvements to enhance customer satisfaction and program performance. 

Education and Experience:

• Prior experience with data entry is required.
• Proficiency in Microsoft Office Suite and Google Workspace is required.
• Experience with CRM software is required; Salesforce experience is preferred. 
• Experience in an administrative or project support role is preferred.
• Experience with programs that serve low-income clients is preferred.
• Familiarity with the roofing or construction industries is a plus.

Skills and Abilities:

• Highly organized, detail-oriented, and able to manage multiple projects simultaneously.
• Exceptional personal responsibility for meeting goals and a track record of success.
• Excellent written communication skills, especially by email, text message, and mail.
• Ability to intellectually engage with technical material and subject matter required.
• Ability to prepare and submit accurate and reliable reports.
• Ability to recognize problems, develop innovative solutions and implement them.
• Strong initiative and ability to excel while working independently.
• Ability to utilize electronic systems for all communications, correspondence, and documentation.
• Commitment to advancing racial equity across systems related to job access, job quality, and the environment.
• Commitment to working in and creating diverse, equitable, and inclusive environments.
• Knowledge of energy efficiency, electrification, and weatherization is a plus.

Work Schedule and Location

• Schedule: The position has a default work schedule aligned with standard business hours of approximately 7am - 3pm or 8am - 4pm, Monday through Friday, with reasonable flexibility to accommodate deadlines and personal needs.
• Hybrid Work Policy: The position can apply to work from home up to two days per week, and would work at least 3 days per week from Civic Works’ office in Baltimore City. During the 90-day orientation period, additional in-office days will be required. This arrangement is subject to change based on organizational needs and may be adjusted to include additional in-person time.