Client Care Specialist (Access Clean CA)

Client Care Specialist, Remote (CALIFORNIA)

Why you want to work here...

GRID Alternatives is a national leader in making clean, affordable solar power and solar jobs accessible to low-income communities and communities of color. GRID is an entrepreneurial, high-growth non-profit organization that provides direct solar installation and project development; clean mobility options; workforce training and service learning opportunities; and low-income solar policy advocacy.

Our Vision: a rapid, equitable transition to a world powered by renewable energy that benefits everyone.

Our Mission: to build community-powered solutions to advance economic and environmental justice through renewable energy.

What It's Like At GRID…

At GRID, we care about each other and know that each employee has a whole self that includes life outside of work. Our culture supports learning, growth and well-being of all of our team members. Every member of GRID Alternatives must be dedicated to participating in the organization's equity, inclusion, and diversity (EID) work.

GRID Alternatives provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability or genetics. Because we value EID at GRID Alternatives, we encourage folks from all backgrounds to apply, even if you do not meet all of the preferred qualifications.

• Hired CA candidates must be able to pass a screening for drugs that are illegal in the state of California, including: amphetamine, cocaine metabolite, opiates, and PCP.
  
  
  

The Opportunity

Reporting to the Senior Manager, Outreach, the Client Care Specialist (Access Clean CA) will provide case management and client care services for Access Clean CA and its affiliated programs. Access Clean California is a statewide project administered by GRID Alternatives to create easy and comprehensive access to California’s clean energy and transportation-related incentive programs for residents and communities that face the most harm from environmental injustice. Access Clean California connects residents of environmentally and economically disinvested communities to benefits like electric vehicles incentives and no-cost solar power. The Client Care Specialist reports to the Client Care Senior Manager.

This role's main focus is on providing direct support for Access Clean CA clients mobility programs via 1-1 client communication. Team members will have varying levels of engagement directly with clients which includes conducting client education and advocating on their behalf. In addition the role involves interacting with program case managers and outreach partners to complete applications. The overarching goal is to demystify the process to lessen client burden and maximize grant distribution.

Responsibilities:

• Manage multiple channels for communicating with current and prospective clients, including phone, email, SMS/MMS, and eventually live chat.
• Ensure prompt, friendly, and thorough follow up with all clients to embody quality equity centered client care including advocacy on their behalf.
• Support clients to prepare applications for ZEV program requirements ensuring client records are updated and maintained while meeting targets for response times.
• Make outbound calls, send outbound emails and texts to prescribed lists of current and prospective clients as assigned.
• Provide exceptional, patient, positive and professional customer service according to GRID’s Community Care Principles ensuring client escalations are brought to the Senior Specialist.
• “Connect the dots” and demystify the application process for clients to ensure questions are answered and needs are met, including making phone calls to partner organizations to obtain relevant information, evaluating written documents and referring clients to additional resources when appropriate.
• Document all leads and communication efforts in our data management system with a high degree of accuracy.
• Collect and convey high quality feedback from clients to the Senior Client Care Specialist, Access team and program partners placing improvements and equity front and center.
• Document and inform the Senior Specialist of glitches, system errors and pain points to guide operational solutions and improvements to the product platform.
  
  
  

What You Bring....

• Bi-Lingual/Bi-Literate/Spanish or any other languages strongly preferred
• Working knowledge of Google Suite, Microsoft Office, Salesforce
• Strong verbal communication skills
• Comfortable in a fast-paced environment and able to adapt to shifting priorities and program changes
• Ability to discern urgent problems and react accordingly
• Demonstrate commitment to GRID’s mission and the communities we serve
• Ability to work in a team and collaborative environment with colleagues working across several GRID regional offices
• Self driven and reliable
• Highly accessible and responsive, especially working with a remote team
  
  
  

Where you will sit and the places you may go…

This position may rarely require up to 25% out-of-town travel to regional offices and special projects such as company-wide celebrations, team building exercises, etc. Availability to work nights and weekends may very rarely be required.

GRID Alternatives may provide vehicles for work travel and/or travel reimbursement for personal vehicle use. In this instance, applicants must hold a valid driver’s license and have a good driving record.

Let's Talk Money!

This is a full-time, exempt position. Pay commensurate with experience within the pay band ($24-$26) per hour, plus the benefits below.

How We Take Care Of You...

Medical, Dental, Vision/Eye Care insurance, 5 weeks paid time off (PTO),13 paid holidays, Commuter Checks, 403b Retirement Plan, Employee Assistance Program (EAP), Flexible Spending Account (FSA), Health Savings Account (HSA), STD, LTD, and AD&D insurance

Ready to Apply?

Submit a resume describing your interest. Due to the high volume of inquiries, mailed and emailed applications are not accepted.

Thank you for your interest in GRID Alternatives!