Operations Support Associate

Position Description May 2025  

Operations Support Associate 
Hybrid position, ideally located within reasonable commuting distance to Concord, MA 

Want to join a company that does good for the world? Do you care about the work you do and its impact on the future of our planet? Do you want caring coworkers and a good work/life balance? Do you focus on doing the right thing? If so, join the Abode Energy Management (Abode) team, where you won’t ever want to leave.  We’re fun, kind, passionate, progressive, and innovative. We are an expanding energy efficiency program implementor, focusing on weatherization, electrification, and heat pump adoption.  

Summary/Objective 

Abode’s Operations Support Associate serves as a virtual front-desk for Abode, monitoring incoming email and phone calls and routing them to the appropriate energy efficiency or decarbonization staff who can best respond to these messages. This role is responsible for initial engagement with people making inquiries, tracking them, and making sure follow-up is timely.  This is an excellent opportunity for a calm, level-headed, empathetic person with strong organizational and communication skills to help each individual get their questions answered and/or problems resolved, while also getting a front-row seat to learn how a growing small business maximizes its societal impact. This position plays a pivotal role in helping Abode achieve its goal of excellent customer experiences.  

Responsibilities 

Reporting to the Operations Support Manager and working closely with two experienced Operations Support Associates, this position will include some or all of the following responsibilities: 

• Take inbound calls and emails and route them to the right resource to efficiently support our customers and contractors 

  • Contractor requests for documentation approvals, software issues, and utility account validation 

  • Customer requests for program guidance concerns with a contractor, concerns with work performed 

  • Channel other communications from Program Administrators, vendors, etc. to the appropriate responding party 

• Track and Manage follow-up to ensure timely resolution of issues 

  • Enter emails and calls with appropriate coding and notes into Salesforce 

  • Monitor dashboards and send internal messages to ensure timely follow-up by colleagues 

  • Escalate unresolved issues to appropriate managers as needed 

  • Regularly summarize and report out data helpful to ensure that Abode is responding to customers in a timely, effective manner 

• Take on other tactical administrative tasks as time permits 

• Other responsibilities as assigned by the Manager  

Qualifications 

All candidates are required to bring the following skills and experience: 

• Collaborative team player with a positive can-do attitude  

• Detail-oriented, possesses the ability to multitask; able to methodically keep track of many moving pieces 

• Well-organized and systematic in their approach to work 

• Effective communication skills and calm, even temperament suited to dealing with escalated customers 

• Comfort and willingness to engage callers over the phone, potentially for extended calls 

• Ability to use sound judgment to determine when a customer and/or situation is escalated and should be routed to management 

• Demonstrated aptitude for learning and working with software such as Microsoft 365 and Salesforce.  Comfortable working across software programs as needed 

Any or all of the following skills and experience are highly desirable: 

• Demonstrated passion for and interest in sustainability, building science, energy efficiency, or climate change 

• Previous experience working in a fast-paced office environment 

• Ability to speak Spanish or Portuguese to support customers whose native language is not English 

Compensation and Benefits 

This is a full-time, exempt position with total compensation targeted between $55K and $60K, depending on relevant skills and experience. The Operations Support Associate is able to work mostly remotely or from Abode’s Concord, MA office, whichever is needed to get the job done effectively. Abode offers its employees a competitive benefits package, including Medical, Dental, Vision, Life and Disability Insurance, a matching 401k, and fully paid Parental Leave. Employees have a flexible working schedule and generous paid time off (~37 paid days off, or ~15% of all weekdays).   

To Apply 

To apply for this position, please visit www.AbodeEnergy.com/careers to submit a resume and cover letter.  Applications will not be considered without a cover note articulating why you are a good fit for this position.  We look forward to hearing from you! 

Abode is focused on broadening opportunities for individuals from demographic groups that are historically underrepresented in the energy sector.  We are committed to building an inclusive workplace culture where talented people of widely diverse backgrounds thrive.  All qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity or expression, age, national origin, veteran status or disability.