Next Step Living, Inc.

Customer Service Representative

Job Summary


Next Step Living, Inc.






Full Time




Sustainable Building Energy Efficiency

Close Date:






South Boston Seaport




Customer Service Representative

Location: Boston, MA
Job Code: 164
# of Openings: 6


Job Title: Customer Service Representative

Reports To: Customer Service Manager, Home Energy Assessments                 

Department: Customer Service

FLSA Status: Non-Exempt                            

Location: Boston, MA


Have fun and make a difference! Start your career with a leading Green employer.

We are looking for Customer Service Representatives to join our growing team!


There are immense opportunities for folks that join Next Step Living as a Customer Service Representative to advance their career within the Customer Service department, or move into other areas of the company supporting various service lines and in multiple functions.

The Customer Service Representative will answer incoming calls, in-take new client’s information via phone, and follow up with potential clients. This is a pivotal role within the organization. Please note that some Nights and Weekend hours may be required.

The responsibility of the Customer Service Representative within our Home Energy Assessment department is to maintain a sufficient pipeline of customers so that the Home Energy Advisors are able to meet their sales quota objectives.  A Customer Service Representative must follow up and qualify all leads in a timely manner. These individuals are also responsible for creating and maintaining customer records in , for qualifying and converting all inbound leads, and for following up with approximately 70-90 potential customers per day.



·         Qualify and convert all inbound leads. Proactively pursue business-to-consumer leads, primarily through 70-90 warm calls per day

·         Meet daily/weekly/monthly scheduling goals for home energy assessments.

·         Follow-up on leads generated by direct mail, trade shows and web site activities.

·         Prospecting as necessary and account qualification to add leads to the sales pipeline.

·         Provide superior customer service while handling incoming information requests and sales calls.

·         Create and maintain customer records in Salesforce to assist with customer management, process transparency, and reporting.

·         Attend and participate in all mandatory training sessions.






·         0-2 years of experience in a sales or customer service environment (i.e. retail, restaurant, lead generation, marketing, etc.).

·         College degree is preferred. Experience in team sports, leadership roles, clubs, activities, etc. is a plus.

·         Must have a strong knowledge of MS Office applications and be technically savvy.

·         Experience with Salesforce CRM or other is preferred, but not required.

·         Demonstrated willingness & ability to complete a minimum of 70-90 outbound calls per day to qualified leads.

·         Ability to grasp multiple service offerings, support various clients, and multi-task among competing demands.

·         Ability to develop strong working relationships both internally and externally.

·         Excellent verbal and written communication skills.

·         Excellent time management and organizational skills.



Next Step Living is a residential energy efficiency and renewables company that believes good things happen when you save energy in your home. Often with a few basic fixes, you can reduce your utility bill and make your home more comfortable at the same time. Energy efficiency also means cleaner air and local employment.


Next Step Living was founded with three core values in mind.  It is these values that drive NSL to continually succeed in fulfilling our commitment:




We are professional in every aspect of our organization. This begins with our staff in the field whose expertise is only matched by their respect for the homeowner and love for their work.  Furthermore, our professional approach as an organization enables us to build trusting relationships with companies, communities, and utilities.


Data Driven

Whether we are saving money or saving the climate, our work is important and we must take a rigorous approach to every aspect of our service.  A scientific understanding is the basis behind the analysis we perform, the recommendations we make, and the savings we achieve.


Customer Connected

Every home we serve is an opportunity to educate and excite somebody about the possible economic and environmental benefits of energy efficiency.  We hope that when our customers think about how they improved their home, community, and planet, they will also think about their positive experience with Next Step Living.