JOB SUMMARY
This role serves as a day-to-day liaison among the Account Manager Team, field staff, contractors, program partners, intake and QA/QC processes, Finance, Data, and internal operations. The position is the leader of the field team and is responsible for identifying stalled work, tracking account and contractor status, supporting customer communication, monitoring documentation quality, and escalating issues that affect cycle time, contractor health, weatherization production, Health & Safety conversion, verified savings, and overall program performance. This position does not directly supervise others but is expected to coordinate work across multiple teams and hold follow-up items accountable.
DUTIES & RESPONSIBILITIES
• Work closely with the Field Team performing QA/QC checks on work completed
• Support the Account Manager Team to support daily program delivery, field coordination, account follow-up, contractor communication, and issue resolution.
• Serve as a coordination point for assigned customers, accounts, contractors, partners, and project activity from intake through assessment, work order, installation, QA/QC review, submission, validation, payment, and closeout.
• Monitor customer, contractor, and project status in shared systems and back-end applications, including SDP, OIT, Work Order Dashboards, SharePoint, and other program tracking tools.
• Help identify and move stalled work by tracking incomplete applications, pending assessments, delayed work orders, QA/QC queues, batching issues, payment aging, Health & Safety bottlenecks, and documentation gaps.
• Lead field coordination, including scheduling support, customer contact, site readiness, access issues, contractor readiness, and completion follow-up.
• Lead field safety and risk initiatives to ensure field staff and contractors operate safely.
• Review work orders, customer files, assessment records, photos, contractor submissions, and support documentation for completeness, accuracy, and QA/QC readiness before escalation or submission.
• Track and communicate contractor performance indicators, including completion rates, capacity concerns, failed inspections, customer complaints, payment delays, invoice aging, and work stoppage risks.
• Support timely contractor payment by coordinating invoice status, payment expectations, aging reports, missing documentation, and follow-up items with Account Management, Finance, Data, and contractor teams.
• Maintain accurate and up-to-date records for contractors, partner, customer, and project data in shared systems, dashboards, databases, and program files.
• Create and maintain reports on program performance, account activity, field status, contractor health, quality findings, backlog aging, and forecast-to-actual progress.
• Use dashboard and program data to help identify operational risk affecting verified savings, incentive spend, Health & Safety conversion, weatherization throughput, and progress toward annual program goals.
• Support account-management style communication with customers, property contacts, community partners, contractors, and internal stakeholders to confirm next steps, resolve issues, and maintain a positive program experience.
• Effectively communicate with internal departments, including but not limited to Operations, Finance, Data, Engineering, Quality, Marketing, and Talent Management, to ensure projects are appropriately coordinated, documented, resourced, and targeted to meet program expectations.
• Escalate recurring quality, contractor, workflow, data, batching, or payment issues to the appropriate owner with clear facts, status, impact, and recommended next steps.
• Assist with process improvement, SOP adherence, contractor coaching, special projects, internal requests, and corrective action follow-up as needed.
MINIMUM REQUIREMENTS
• 3-5 years of experience in field coordination, account support, customer service, program operations, contractor coordination, quality assurance, or related operational support roles.
• Ability to prioritize activities, meet deadlines, and manage multiple customers, contractors, accounts, work orders, and follow-up items in a fast-paced program environment.
• Ability to anticipate challenges, plan for solutions, escalate barriers, and work within existing program structures to resolve stalled work.
• Intermediate level of proficiency in Microsoft Office Suite applications, with emphasis on Excel for data management, tracking, reporting, and analysis.
• Experience entering, reviewing, reconciling, or maintaining data in shared systems, portals, dashboards, CRM platforms, work order systems, or back-end applications.
• Strong organizational and time management skills, including the ability to track aging items, incomplete documentation, pending approvals, and recurring follow-up needs.
• Strong attention to detail and accuracy in documentation, data entry, customer records, contractor submissions, and quality review support.
• Excellent written and verbal communication skills, including the ability to communicate clearly with contractors, customers, field teams, internal departments, and Detroit corporate office stakeholders.
• Ability to work independently in the field and collaboratively with cross-functional teams.
• Valid driver's license, reliable transportation, and ability to travel within the assigned service territory as needed.
PREFERRED QUALIFICATIONS
• Possess a BPI BA-T and BA-P certification
• Bachelor’s degree in business, Communications, Construction Management, Energy, Sustainability, or a related area preferred.
• Experience working with energy efficiency, weatherization, HVAC, insulation, home performance, or specialty contractors.
• Experience supporting residential, multifamily, income-qualified, community-based, or partner-assisted program delivery.
• Knowledge of program workflow, including customer intake, whole-home assessments, Health & Safety, weatherization, QA/QC, submission, validation, rebate payment, and dashboard reporting.
• Experience using SDP, OIT, Power BI, SharePoint, Salesforce, HubSpot, ISNetworld, or similar platforms.
• Familiarity with quality assurance, quality control, inspection documentation, compliance tracking, audit readiness, or corrective action follow-up.
• BPI Certification and/or Building Science Principles knowledge preferred.
• Ability to interpret dashboard metrics and connect field activity to program performance, including verified savings, incentive spend, Health & Safety backlog, weatherization throughput, cycle time, and forecast-to-actual progress.
