Job Type
Full-time
Description
DEPARTMENT: Energy Programs
POSITION TITLE: Energy – Client Services Specialist
POSITION CLASSIFICATION:
LOCATION: Greenfield
STATUS: Non-Exempt
SUPERVISOR: Application Data Management Coordinator
POSITION SUMMARY
Provide general and clerical support to Energy Programs under the supervision of the Application Data Management Coordinator. Provide telephone and walk-in reception, scheduling for the Fuel Assistance Program and other energy programs, conduct intake meetings and complete applications for Fuel Assistance Program and other Energy programs.
ESSENTIAL RESPONSIBILITIES
- Manage and assist a high volume of incoming calls to Fuel Assistance per week, triaging calls to the appropriate energy program using courteous and prompt customer service.
- Greet visitors and participants in a welcoming manner, providing information, and directing people as needed.
- Schedule intake interview and application assistance appointments for Fuel Assistance applicants using a variety of systems.
- Answer questions pertaining to the Fuel Assistance program and other Energy programs Including applications process, review of documentation requirements, and timeline of process.
- Conduct Fuel Assistance intake appointments, including data entry into database, review of documents provided, review other documents needed, and make required copies.
- Conduct face-to-face application sessions, as requested by clients, to fill out applications via an online portal or on paper.
- Provide application assistance at various satellite sites within Franklin and Hampshire County.
- Provide data entry support for programs utilizing various databases, including, but not limited to CSG Identity (LIHEAP/WAP/MassMOD/HEARTWAP), National Grid InDemand, and Monday.com.
- Maintain basic information and resources of the other Agency programs to direct and assist clients.
- Assist energy programs by providing administrative support including but not limited to outreach efforts for fuel assistance, support to referral specialists and techs including scheduling and follow up to energy baseload audit appointments, weatherization assessments, heat system repair and replacement assessments, and other projects as deemed necessary.
- Manage Fuel Assistance client files; Create new client files, retrieve, distribute, and re-file.
- Use various types of office equipment, including but not limited to copiers, scanners, fax, email, RISO machine, and folding machine.
- Assist with copying and collating projects.
- Assist with bulk mailings and mail processing duties.
- Manage incoming mail, date stamp, and organize in numerical order; Distribute mail to appropriate recipients.
- Maintains strictest confidentiality.
- Attend regularly scheduled supervision meetings, team meetings, mandatory agency trainings, and participate in professional development activities.
- Comply with agency and funders’ paperwork requirements and procedures
- Performs related work as required.
This does not cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may be adjusted to meet the operational needs of the agency.
Requirements
ESSENTIAL QUALIFICATIONS
- High school diploma or GED.
- 1 year of office and customer service experience.
- Bilingual (Spanish/Russian/English) preferred.
- Additional appropriate education may be substituted for one year of experience or
- Additional directly related experience may be substituted for education.
SKILLS REQUIRED:
- Proficient computer skills: using a mouse, email, Microsoft office.
- Excellent verbal (in-person and phone) and written communication skills
- Excellent organizational skills and attention to detail
- Ability to work both independently and as a member of a team.
- Must be able to acquire a basic understanding of the program certification procedures.
- Knowledge of or ability to learn program data system (CSG and other program software), excel and spreadsheets required.
- Understanding of data capture and tracking methods.
- Sensitivity to cultural and socioeconomic diversity and the needs of individuals with low incomes.
PHYSICAL DEMANDS AND WORKING CONDITIONS:
The physical demands and work environment described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
* Requires sitting for long periods.
* Working in office environment.
* Some bending and stretching required.
* Extensive use of telephone required.
* Manual dexterity required for use of calculator and computer keyboard.
* Must be able to lift from 20 – 30 lbs.
* Specific vision abilities required by this job include vision, color vision and the ability to adjust focus.
* The work environment includes indoor office environments or comparable spaces, and community spaces, with occasional exposure to outdoor weather when traveling to outreach or meeting sites. The noise level varies by site.
AA/EOE/ADA
Employment is contingent upon successful completion of Criminal Offender Record check (C.O.R.I.) prior to hire and every three years. Successful completion of a background record check for NGRID contract through Accurate Background.