Intake Manager

Organization Summary

Civic Works’ Energy Programs makes it easy and affordable for Baltimore City and Central Maryland residents to go solar, upgrade their energy efficiency, and strengthen the resilience of their homes. Through our programs, residents of all income levels lower their energy bills, improve the comfort and safety of their homes, and have a positive impact on the environment. As an integral part of Civic Works’ job training center, we also play a pivotal role in expanding access to quality careers in the clean energy sector. 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 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.

Primary Responsibilities:

I. Intake & Education (30%)

1. Oversee Energy Advisors in a call center-style environment, ensuring effective engagement of potential clients and the attainment of set benchmarks.
2. Review, coach and manage call lists, messaging strategies, and performance metrics to optimize outreach efforts and meet scheduling goals.
3. 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.
4. 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.
5. Educate clients on Civic Works’ suite of energy efficiency and solar programs, customizing messaging to meet the client’s needs and interests.
6. Guide program participants throughout the application and intake process, consistently following up to ensure timely submission of supporting documentation.
7. 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.
8. 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.
9. Review applications for completeness and determine eligibility for grant-funded programs.
10. Regularly and accurately enter data into Salesforce, including all communications and correspondence with clients.

II. Intake Management (40%)

1. 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.
2. 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.
3. 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.
4. Develop and strengthen client relationships through ongoing needs assessments and engagement strategies.
5. 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.
6. 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.
7. 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 partnerships, and timely program implementation.
8. Conduct home visits, as needed, to support clients who require additional assistance with the intake process, including gathering eligibility documentation, completing applications, addressing barriers to participation, and ensuring clients successfully access available Energy Program services.
9. Lead special projects and organizational initiatives, as assigned, that require detailed verification, process analysis, cross-departmental collaboration, and meticulous attention to detail to ensure successful project outcomes and compliance with program requirements.

III. Staff Management (30%)

1. Recruit, supervise, lead, retain and continuously develop the skills and abilities of program staff.
2. Identify and support career advancement plans, identifying internal and external opportunities for professional development.
3. Work with the staff members to set and communicate performance standards that are specific and measurable. Provide regular feedback and coaching.
4. Create a strong team environment that fosters cooperation, interdependence, commitment, and the incorporation of lessons learned.
5. Evaluate all aspects of team effectiveness and continuously improve program operations. Analyze data in order to identify areas for improvement.

Secondary Responsibilities:

1. Participate in direct outreach activities, as needed -- engaging directly with residents through outreach at community events, presentations, and phone calls and motivating residents to sign up for energy upgrade services and schedule appointments on the spot.
2. Perform other duties as assigned or as needed.

Education and Experience:

• At least five (5) years of progressively increasing responsibility in customer service, sales, and/or lead generation experience.
• Must have prior people management experience.
• Must have strong proficiency with Microsoft Office, Google Suite and other computer programs.
• Strong computer and database management skills required.
• Must have a valid driver’s license.
• Experience working with nonprofit organizations preferred.
• Experience with Salesforce is a plus.
• Experience leading a call center team is a plus.
• Knowledge of building science and solar installation is a plus.

Skills and Abilities:

• Ability to execute in a fast-paced, high-demand, metrics-driven call center environment.
• Excellent verbal and written communication skills, especially by phone and email.
• Strong editorial eye and commitment to quality control across team communications.
• Phenomenal relationship-building skills, interpersonal skills, and sales skills; ability to personally connect with and engage with diverse groups of program participants.
• Ability to explain technical information in an easy-to-understand way.
• Highly organized and detail-oriented, able to manage multiple concurrent priorities and long-term projects while maintaining focus on results.
• Exceptional personal responsibility for meeting goals and a track record of success.
• Ability to recognize problems, develop innovative solutions and implement them.
• Ability to delegate successfully while holding staff accountable.
• Skilled in coaching and empowering staff to improve their performance.
• Ability to quickly learn and adapt to evolving web-based software.
• Enthusiasm for energy efficiency, clean energy, and a desire to serve others. .

Work Schedule and Location:

• Schedule: The position has a default work schedule aligned with standard business hours of approximately 9am - 5pm or 8am - 4pm, Monday through Friday, with reasonable flexibility to accommodate deadlines and personal needs.
• Hybrid Work Policy: The Intake Manager can apply to work from home up to one day per week, and would work at least 4 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.

Eligible for benefits, including but not limited to medical, dental, and vision insurance, long-term and short-term disability, life insurance, 401(k) plan with employer match, and paid time off.

Fluent in English