The Customer Engagement Representative will serve as the first point of contact for customers inquiring about all programs administered through the Home Improvement & Optimization Department, including but not limited to the Weatherization Assistance Program, Long Island Home Improvement Program, Access to Home, RESTORE, Town of Babylon CDBG Program, and the Suffolk County Land Bank.
The ideal candidate will be highly organized and capable of handling multiple tasks/projects at once, well-versed in conducting intake processes and analyzing income and asset information such as, pay stubs, award letters, and bank statements.
Responsibilities
•Assessing customer needs and identifying opportunities to leverage other programs to optimize the impact of each project and customer satisfaction.
•Assisting customers with processing and completion of applications, collecting all necessary paperwork and documentation consistent with program guidelines, completing income calculations to determine program eligibility.
• Maintain and update the program waitlists on a regular basis. Assist with the organization of the waitlist and dead files for all HIO programs.
• Responsible for keeping and maintaining organized appointment calendars for rehabilitation specialists, as well as scheduling home visits with customers.
• Maintain customer files and record keeping systems to manage quality assurance in accordance with funder and company requirements.
• Responsible for data input and maintenance of customer information in tracking spreadsheets and into NYS databases.
• Maintain updated inventory of marketing materials and serve as departmental liaison with Marketing & Development to ensure that all updated forms are available for distribution and website.
• Attend internal and external events to promote programs and conduct other outreach to increase customer participation in HIO programs.
• Maintain inventory of office supplies and placing orders as necessary.
• Share responsibility for corporate outgoing mail processing and sorting department’s incoming mail.
• Respond to all incoming inquiries regarding programs and services in a timely fashion.
• Prepare of written customer and business correspondence, including typing letters, promotional materials, and work scopes.
Qualifications
•Commitment to the mission of CDCLI and goals.
•Client Focus
•Problem Solving
•Time Management/Multi-tasking
•Teamwork
•Computer proficiency in communication and collaboration, productivity, and presentation tools, Skype or Zoom, Microsoft Teams, Word, Outlook, Excel, and PowerPoint or Keynote.
Required:
•A minimum of at least three (3) years customer service or administrative experience.
•Strong organization, verbal and written communication and interpersonal skills.
Preferred: Bi-lingual/English and Spanish language skills