What are the responsibilities and job description for the CAP Scheduler position at Holy Family Institute?
Duquesne Light Customer Service Assistance (CAP) Universal Services Scheduler
Employer: Duquesne Light Universal Services
Reports to: CAP Supervisor
Location: McKeesport
Hours: Mon. – Fri., 8:00am – 4:00pm (Allow flexibility in scheduling as required by client needs)
HFI Mission Duties
Holy Family Institute (HFI) is a 125-year-old Catholic organization with an
impeccable history of serving children and families in the Pittsburgh Region. We are one of Pittsburgh’s largest social service organizations operating 15 programs in three counties. We are an independent organization guided by Catholic Social Teachings and serving people of all faiths and backgrounds.
General Statement Of Duties
Duquesne Light is seeking a Scheduler to support our Customer Assistance Program (CAP). In this role, the scheduler will serve as the first point of contact for customers who wish to enroll in the program. The Scheduler is responsible for helping customers secure appointments and coordinating schedules across all CAP offices. By ensuring an efficient and welcoming process, this position plays a vital role in connecting customers with the resources they need to manage their energy services.
Essential Functions
Holy Family Institute and its affiliated organizations are committed to an environment that respects and values every human being and individual differences. We will invest time and resources to create an inclusive environment for all of our stakeholders. This means we will respect diversity that includes race, ethnicity, gender, socioeconomic status, education, disability, and language. We also believe that we should be “Faithful Listeners” and embrace diversity of ideas, perspectives, and values. We believe in providing access, opportunity, fair treatment, and advancement for all people. Believing that “God is Found in Everyday Activities” we will do our best to eliminate barriers that prevent full participation in our programs and services. We believe “Loving Relationships” means that all are welcome, all are neighbors, and there are no exceptions. With this belief we aim to create an environment in which any individual or group can feel welcomed, respected, supportive, and valued.
Holy Family Institute is an Equal Opportunity Employer
Employer: Duquesne Light Universal Services
Reports to: CAP Supervisor
Location: McKeesport
Hours: Mon. – Fri., 8:00am – 4:00pm (Allow flexibility in scheduling as required by client needs)
HFI Mission Duties
Holy Family Institute (HFI) is a 125-year-old Catholic organization with an
impeccable history of serving children and families in the Pittsburgh Region. We are one of Pittsburgh’s largest social service organizations operating 15 programs in three counties. We are an independent organization guided by Catholic Social Teachings and serving people of all faiths and backgrounds.
General Statement Of Duties
Duquesne Light is seeking a Scheduler to support our Customer Assistance Program (CAP). In this role, the scheduler will serve as the first point of contact for customers who wish to enroll in the program. The Scheduler is responsible for helping customers secure appointments and coordinating schedules across all CAP offices. By ensuring an efficient and welcoming process, this position plays a vital role in connecting customers with the resources they need to manage their energy services.
Essential Functions
- Answer the dedicated phone line provided to Duquesne Light customers through Customer Service Representatives
- Greet customers and manage the waiting room area
- Make calls to customers referred by Duquesne Light
- Explain program requirements and outline items needed for CAP enrollment
- Place reminder phone calls when necessary
- Refer CARES home visits when appropriate
- Manage and follow up on missed CAP appointments
- Document all customer interactions and activities in the DLCO system
- Submit monthly reports to the supervisor by the 5th of each month
- Participates in program and agency development
- High School Diploma and previous experience working with customer relations.
- Two or more years of experience in Customer Service
- Excellent written and verbal communication skills
- Excellent organizational and interpersonal skills
- Ability to multitask when completing daily responsibilities.
- Proficiency with Microsoft Office including Outlook
- Demonstrated ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices
- Must have Act 33/34 and FBI clearances and valid PA driver’s license with reliable transportation
- Must be 21 years of age
Holy Family Institute and its affiliated organizations are committed to an environment that respects and values every human being and individual differences. We will invest time and resources to create an inclusive environment for all of our stakeholders. This means we will respect diversity that includes race, ethnicity, gender, socioeconomic status, education, disability, and language. We also believe that we should be “Faithful Listeners” and embrace diversity of ideas, perspectives, and values. We believe in providing access, opportunity, fair treatment, and advancement for all people. Believing that “God is Found in Everyday Activities” we will do our best to eliminate barriers that prevent full participation in our programs and services. We believe “Loving Relationships” means that all are welcome, all are neighbors, and there are no exceptions. With this belief we aim to create an environment in which any individual or group can feel welcomed, respected, supportive, and valued.
Holy Family Institute is an Equal Opportunity Employer