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Veic

Manager, Customer Experience

Company logo
Veic
Nonprofit designing and implementing clean‑energy, electrification, and energy‑efficiency programs.
Lead and develop the Energy Advisor team to deliver high‑quality, mission‑aligned customer service.
13d ago
$75,000 - $85,000
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Winooski, VT
Remote
Company Size
300 Employees
Service Specialisms
Energy Efficiency
Sustainability Consulting
Building Performance
Energy Modeling
Green Building Design
Renewable Energy
Environmental Consulting
Sector Specialisms
Energy
Buildings
Transportation
Utilities
Energy Efficiency
Building Decarbonization
Transport Electrification
Clean and Flexible Grid
Role
What you would be doing
operations monitoring
kpi management
knowledge base
process improvement
data analysis
team supervision
  • Monitor daily operations to ensure service levels, call center KPIs, and quality standards are consistently met.
  • Contribute to the development and maintenance of knowledge base content, scripts, and training materials.
  • Identify and recommending industry best practices and opportunities for process improvement.
  • Collaborate with internal stakeholders (e.g., Program Managers, Engineering, IT, Marketing) to identify customer trends, escalate concerns, and implement solutions, in coordination with the Senior Manager, Operations Support.
  • Lead or support projects that enhance the customer journey and operational effectiveness
  • Foster a culture of empathy, inclusion, responsiveness, and continuous improvement across the Energy Advisor function.
  • Supervise and support a team of Energy Advisors, including but limited to hiring, onboarding, time management, training, performance management, and professional development.
  • Analyze data and customer feedback to identify opportunities to improve processes and service delivery.
  • Manage team scheduling, workload distribution, and escalation processes to maintain efficiency and service coverage for a team that works across multiple time zones.
What you bring
crm
excel
leadership
bachelor’s
clean energy
communication
  • Strong personal commitment to the mission, vision, goals and values of VEIC.
  • Demonstrated ability to manage performance, coach staff, and foster a positive team culture.
  • Strong communication, interpersonal, and conflict-resolution skills.
  • Experience with CRM platforms, customer service tools, and reporting dashboards.
  • Demonstrated proficiency in Microsoft Office, including Excel (formulas, sorting/filtering), Word (document formatting), PowerPoint (slide creation), and Outlook (calendar/email management).
  • Bachelor’s degree and 8+ years in customer service or contact center environments with 2+ years of leadership experience or equivalent combination of education and experience.
  • General knowledge in Clean Energy or Energy Efficiency industries, highly preferred.
  • All positions at VEIC are subject to criminal background checks. This screening is conducted in compliance with applicable laws and is a standard part of our hiring process to ensure the safety and security of our employees, clients, and contractual obligations.
  • Ability to step in and support the Energy Advisor function when workload requires.
Benefits
Information not given or found
Training + Development
Information not given or found
Interview process
Information not given or found
Visa Sponsorship
Information not given or found
Security clearance
  • all positions at veic are subject to criminal background checks.
Company
Overview
1986 Founded
Year Established
The company was established in Vermont with a focus on cutting energy costs through efficiency.
115M Metric Tons
CO2e Reduced
Accumulated reductions in carbon emissions since 2000, reflecting significant environmental impact.
$4.9B Savings
Lifetime Energy Savings
Total savings generated for consumers through energy efficiency programs.
  • Pioneered the nation’s first regulated statewide energy‑efficiency utility—Efficiency Vermont—in 1999.
  • Expanded in 2008 to operate major programs in D.C. and Ohio, later adding projects across multiple states.
  • Designs and runs large‑scale clean‑energy initiatives including rebate programs under IRA/BIL funding.
  • Specializes in efficiency, building decarbonization, transportation electrification and grid modernization.
  • Uses data‑driven evaluation, federal funding navigation, and community pilots to drive clean‑energy impact.
Culture + Values
94% of employees feel welcome
Employee Satisfaction
Over 90% of employees report feeling welcome, cared for, and proud to work at the organization.
Over 90% employee satisfaction
Employee Well-being
Employees express strong feelings of connection to their colleagues and pride in their work environment.
Certified Great Place To Work
Workplace Recognition
The company has earned the title of a Great Place To Work certification, based solely on employee feedback.
2024 Culture Statement Launch
Cultural Commitment
The company will launch a Culture Statement and Themes in 2024 to reinforce its dedication to positive culture.
  • Continuous engagement with employees, addressing needs and making improvements based on feedback
Environment + Sustainability
115M CO₂e Saved
Cumulative Emissions Reduction
Total CO2e reductions since 2000 through energy-saving and electrification solutions.
$5.6B Savings
Lifetime Customer Savings
Total savings achieved for customers since 2000.
480K People
Clean Energy Program Beneficiaries
Number of individuals reached by clean energy programs, with a focus on socially vulnerable communities.
829T GHG Reduction
Net-Zero Target Contribution
Annual GHG reduction target for city operations supporting Montpelier’s net-zero initiative.
  • 1.27 million metric tons of CO₂e reductions delivered in 2020 from clean energy programs
  • Low‑income customers served: 9,042 in 2020
  • Clients served: 65 across 25 states/provinces in 2020
  • Goal: pioneer rapid decarbonization; partner on net‑zero playbooks such as Montpelier’s path to net‑zero by 2030
  • Partnered on City of Montpelier plan projecting 829 metric tons per year additional GHG reduction, targeting net‑zero city operations by 2030
Inclusion & Diversity
Over 50%
Social Impact
Program benefits were deployed in socially vulnerable communities.
480,000
Clean Energy Access
Clean energy programs reached a significant number of people, including 9,042 low‑income customers.
  • No explicit gender‑related statistics publicly stated
  • DEI outcomes not detailed on public website or LinkedIn in data‑driven terms
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