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Manager, Customer Experience
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.
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
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Interview process
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Visa Sponsorship
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Security clearance
all positions at veic are subject to criminal background checks.
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