Household Navigation Associate (Contract)

About Rewiring America Rewiring America is the leading electrification nonprofit, focused on electrifying our homes, businesses, and communities. We develop accessible, actionable data and tools, and build coalitions and partnerships to make going electric easier for households and communities. Rewiring America helps Americans save money, tackle nationwide emissions goals, improve health, and build the next generation of the clean energy workforce. We believe in an abundant, flourishing, climate-safe future, and know that, together, we can realize one. About the role Rewiring America is the leading electrification nonprofit, founded to make electrification simple, measurable, and inevitable. We put American households at the center of an affordable, resilient, all-electric future. We partner with policymakers, industry leaders, manufacturers, workers, and communities to strengthen the electric grid, lower energy prices, and build homegrown energy solutions for all. We are incubating a program at Rewiring America that we call “Conductor.” We are seeking hyperscaler funding to jump start a new scalable model and market for electrification upgrades. We will offer residential electric upgrades like heat pumps, solar, and batteries at a much lower cost with a far better customer experience, all funded by unlocking the energy value of those upgrades to the grid. We will prove this model and scale it nationally. Our aspiration is to radically improve the affordability and customer experience of home energy upgrades to make it possible to replace millions of fossil fuel appliances all across the country. The first launch of the platform will be in service of ~500 heat pump, heat pump water heater, and battery installations in a major metro area by the end of 2026. This project is greenlit by a large utility and some or all of the project costs will be paid for by a hyperscaler. Position Summary We are seeking an experienced, creative, and resourceful individual to support our household electrification needs for our program. This role acts as the first point of contact for households and contractors navigating their home decarbonization journey, providing end-to-end support for heat pump and battery installation programs. The successful candidate will not only provide excellent household service, but will help tune the service model. You will listen to understand the needs and concerns of homeowners and contractors participating in the program, and nudge them toward appropriate resources that meet their needs. You’ll be our first responder responding with clarity, accuracy, and grace to homeowners’ questions throughout their heat pump installation process. This may mean helping them determine what incentives are available to them, helping to review quotes, guiding them through state, local, and utility rebate applications, understanding how to find a contractor, or asking the right questions to determine who can solve a problem with the equipment already installed in their home. You’re not an expert on all of these things, but you have problem-solving skills to connect them with someone who is. What You’ll Do Provide excellent household service and serve as the primary contact for all household and program-related inquiries (phone, email, video conferencing) and ensure timely, high-quality service above all else. Have an eye for continual optimization and improvement; learn and integrate. Define and document scalable, end-to-end household support processes. Guide households through onboarding and participation processes, including documenting information about existing household equipment and screening for eligibility, education, and guiding households through program steps (forms, rebates). Gauging household interest and handing warm leads off to our vetted contractor network for scoping and installation. Maintain up-to-date knowledge of all federal, state, local, and utility financial incentives and rebates. Track household progress, capture high-quality data, and share emerging trends with Program leadership. Partner with the cross-functional team across Design, Contractor Success, Engineering, and Operations to refine the service model, implement new efficiency tools, and bring accurate information to the household. Who you are The person who will thrive in this role is driven by a commitment to Rewiring America’s mission of converting households from passive end consumers into essential grid resources. You embrace an entrepreneurial mindset, thrive in ambiguity and are eager to establish the foundational processes for a growing customer experience function. You must bring curiosity, empathy, and strong problem-solving skills to provide a professional, warm service experience for every household, while also possessing the strategic foresight to build a scalable operation that may involve leading a team of Navigators over time. The selected candidate will also possess the following Core and Preferred qualifications and characteristics: Core qualifications: 2-4 years in a customer-facing role responding directly to end-users, clients and/or customers in a fast-paced environment. Ability to multi-task and/or strong time management skills Exceptional communication (written/verbal) and ability to simplify complex financial/technical information for households. Strong critical thinking, high autonomy, and capacity to triage high-volume inquiries. Strong detail-orientation and passion for good systems, improvement, and service. Experience re-iterating on or developing customer service manuals, scripts, and templated content. Ability to work a flexible schedule within the salaried full-time 40 hours/week as we anticipate that this role may be best suited to working 10am-6pm or 11-7pm PT depending on call demand (with breaks throughout) Preferred qualifications: Content knowledge in building electrification, renewable energy, or home improvement. Previous experience as a Project, Program, or Customer Success Associate. Previous experience collaborating with product and engineering teams, such as reporting bugs or feature requests Experience collaborating with Product/Engineering teams (e.g., reporting bugs/features). Familiarity with CRM and customer service technologies (e.g., Intercom, Zendesk). Commitment to Racial Equity, Diversity and Inclusion Rewiring America values diversity in all its forms and is committed to inclusive and transparent recruitment, hiring and promotion processes. Candidates of diverse backgrounds and lived experience are strongly encouraged to apply. Hiring Statement Rewiring America, Inc. is a 501(c)(3) public charity that incubates new and innovative public-interest projects and grant-making programs. Rewiring America is safe and open to all employees and partners, respecting the full spectrum of race, color, religious creed, sex, gender identity, sexual orientation, national origin, political affiliation, ancestry, age, disability, genetic information, veteran status and all other classifications protected by law in the locality and/or state in which you are working. Please note: Rewiring America, Inc. is unable to sponsor or take over sponsorship of an employment visa now or in the future. Applicants must be currently authorized to work in the United States or Canada on a full-time basis. E-Verify Rewiring America, Inc. participates in E-Verify and will provide the federal government with employees’ Form I-9 information to confirm authorization to work in the United States. Job candidates and employees authorized to work may not be discriminated against on the basis of national origin or citizenship status.