Utility Assistance Customer Service Representative

Position Summary

This position is the first line of communication for client inquiries regarding the Home Energy Assistance Program (UTILITY). It provides clients with telephone and in-person support, including detailed and accurate information about the programs and application procedures.

Job Responsibilities May Include But Are Not Limited To

• Greet, direct, and inform clients of agency programs and application procedures, telephonically or in-person.
• Answer routine and non-routine telephone inquiries from clients.
• Understand and articulate UTILITY program eligibility guidelines.
• Provide excellent client service experience for all clients by providing compassionate, active listening and promptly responding to clients' needs.
• Provide clients with application status updates.
• Outbound calls to remind clients of their scheduled appointments.
• Collect required documentation and client applications and schedule telephonic appointments as needed.
• Conduct intake and process applications, including income eligibility calculations and verification for the UTILITY program.
• Upload client documents received via the agency website into the client database file and notify the UTILITY Energy Assistance Specialist when documents have been received.
• Refer clients to other internal and external programs and resources.
• Provide excellent client service experience for all clients by providing compassionate, active listening and promptly responding to clients' needs.
• Escalate client complaints and issues to the Director or Team Leaders for immediate resolution.
• Occasional travel to MVCAP County offices to collect client documentation and applications.
• Attend staff meetings and individual training to improve work skills and service delivery, as directed.
• Participate in MVCAP outreach activities and events when necessary.
• Promote a cooperative, respectful, and harmonious team environment.
• Maintain professional boundaries with all current, past, and prospective clients and maintain the confidentiality of clients and staff.
• Ethically perform work and ensure clients are treated with dignity and respect.
• Uphold guidelines outlined in the Employee Handbook of Agency Policies and Procedures.
• Occasional travel may be required as part of the role to support outreach events, business needs and agency meetings.
• Other duties as assigned.
• Regular and predictable attendance is required.
  
  

Qualifications

• High School Diploma or General Equivalency Diploma (G.E.D.)
• 12 mos. Experience in intake, administrative, direct client services, or client service role.
  
  

Preferred Qualifications

• Familiarity with intake systems, databases, or comparable software applications.
• Educational background in social services or a related field.
  
  

Competencies, Knowledge, And Abilities

• Understanding of agency policies, procedures, structure, and processes.
• Familiarity with counseling and interviewing techniques, with experience in client service or support roles.
• Strong numerical and analytical skills, including the ability to calculate fractions, decimals, and percentages, read and record figures accurately, and gather, collate, and classify information about data, people, or processes.
• Excellent communication skills, including the ability to read and write common vocabulary, understand technical manuals and verbal instructions, and explain complex information clearly.
• High degree of discretion when handling confidential information, coupled with empathy and patience when addressing challenging situations.
• Strong organizational skills, including the ability to plan and complete assigned tasks within established guidelines, work independently on most tasks, and collaborate effectively on group projects.
• Proficiency with computers and typing, with a willingness to learn new software programs and applications specific to Miami Valley Community Action Partnership.
• Ability to maintain accurate records and documentation in all work-related tasks.
  
  

Supplemental Information

Valid Ohio driver's license, access to dependable transportation during working hours, and be insurable on Agency policy.

Subject to a criminal background check, pre-employment, random drug and alcohol testing, and MVR.