Utility Assistance Client Support Representative

Miami Valley Community Action Partnership (MVCAP)

Location: 719 South Main Street, Dayton, OH
Job Type: Full-Time
Schedule: Monday–Friday | 8:00 AM–4:30 PM
Pay: $18.37 per hour (Approximately $38,210 annually)

Make a Difference in Your Community

Miami Valley Community Action Partnership (MVCAP) is seeking a detail-oriented, customer-focused Utility Assistance Client Support Representative to join our Utility Assistance team. This position is the first point of contact for individuals seeking assistance through the Home Energy Assistance Program (HEAP, PIPP Plus, and other Utility Assistance programs).

The ideal candidate is compassionate, organized, and enjoys helping people while working in a fast-paced office environment.

Position Summary

The Utility Assistance Client Support Representative provides administrative and client support by assisting individuals with Utility Assistance program inquiries, scheduling appointments, processing applications, collecting documentation, and ensuring accurate client records. This position plays an essential role in delivering exceptional customer service while maintaining compliance with agency policies and program requirements.

Essential DutiesResponsibilities

• Serve as the first point of contact for clients by greeting and assisting individuals in person and over the phone.
• Answer routine and complex inquiries regarding Utility Assistance programs, eligibility requirements, and application procedures.
• Provide accurate information regarding available agency programs and services.
• Schedule client appointments and conduct appointment reminder calls.
• Process client intake and complete income eligibility calculations and verifications.
• Collect, review, and organize required client documentation.
• Upload client documentation into the agency database and notify appropriate staff of completed submissions.
• Provide clients with application status updates.
• Refer clients to additional internal and community resources when appropriate.
• Escalate client concerns or complaints to the Director or Team Leaders for timely resolution.
• Maintain accurate and confidential client records and documentation.
• Participate in staff meetings, training sessions, outreach events, and community activities.
• Maintain professional boundaries and ensure the confidentiality of all client information.
• Promote a respectful, collaborative, and positive work environment.
• Travel occasionally to MVCAP county offices, outreach events, and agency meetings as needed.
• Perform other duties as assigned.

Minimum Qualifications

• High School Diploma or GED.
• Minimum of 12 months of experience in administrative support, customer service, intake, or direct client services.
• Strong computer and data entry skills.
• Excellent verbal and written communication skills.
• Ability to provide outstanding customer service while working with diverse populations.

Preferred Qualifications

• Experience with intake systems, client databases, or comparable software.
• Educational background in social services, business administration, or a related field.

Knowledge, SkillsAbilities

The successful candidate will demonstrate:

• Strong customer service and interpersonal skills.
• Excellent organizational skills and attention to detail.
• Ability to calculate percentages, verify income, and accurately process client information.
• Strong verbal and written communication skills.
• Ability to explain program requirements clearly and professionally.
• Ability to manage multiple priorities in a fast-paced environment.
• High level of integrity, discretion, and confidentiality.
• Proficiency with Microsoft Office and the ability to learn agency software applications.
• Ability to work independently while contributing to a collaborative team environment.

Why Join MVCAP?

At Miami Valley Community Action Partnership, you'll be part of a mission-driven organization committed to improving the lives of individuals and families throughout our community. Every day, you'll help connect people with essential services while working alongside a supportive and dedicated team.

If you're passionate about serving others and want a rewarding career with purpose, we encourage you to apply today.