Lead Customer Service Representative

Summary of Job Description: Responsible for reviewing the accuracy and eligibility of completed customer applications for energy assistance and the administration and implementation of the Emergency Food Program (TEFAP). The Lead Customer Service Representative will process certify applications, manage energy and partner with the Maryland Food Bank and food pantries to distribute food throughout Calvert, Charles, and St. Mary’s Counties. Developing outreach and recruitment plans, organize outreach and recruitment activities, and provide outreach services to designated counties. Complete reports to SMTCCAC, the Maryland Food Bank, USDA, and others as required. This position is directly responsible to the Director of Community Services for the satisfactory performance of the essential job functions.

Summary of Requirements:  High School Diploma or equivalent. Some college preferred. Five years of previous office work, preferably in a nonprofit or customer service environment. Two (2) years of supervisory and/or management experience preferred. Experience managing food pantries, food distribution and managing food inventory. Skills and proficiency using Microsoft Word, Excel, Outlook, or other software applications to conduct research, retrieve data, create spreadsheets, and reports. Ability to analyze data, prepare reports, and make recommendations. Ability to operate a forklift and pallet jacks. The ability to work independently. Excellent organizational skills are a must. Must always maintain confidentiality. Communication Skills:  Communicates effectively, appropriately, and professionally in written and verbal formats with coworkers, supervisors, customers, and vendors.

Responsibilities and Duties:

Ensure proper disbursement of program funds.

• Process, review, and certify applications for state approval and payment.
• Conduct file compliance audits.
• Prepare reports.
• Assists with audit/monitoring reports at the end of the program year.

Provide Day to Day Oversight of Program and Assigned Staff

• Monitor the day-to-day workload and productivity of assigned staff to ensure compliance with State standards.
• Track daily status of Energy Assistance applications.
• Serve as a contact person for vendors as required.
• Handle manager-level system adjustments of denied applications and reapplications.
• Generate and distribute application status reports.
• Respond to customer inquiries proficiently and thoroughly explain the requirements to qualify for energy programs to potential clients.

Responsible for programmatic record keeping and report writing.

• Generate reports of certified applicants ready for payment
• Generate productivity and statistic reports. 
• Generate a report to verify correct benefit amounts, fuel type prior to submission for payment.

Administer and implement The Emergency Food Program (TEFAP)

• Responsible for the acceptance or rejection of food from the Maryland Food Bank (MFB)
• Allocate food to official TEFAP sites and network with those sites.
• Store and disseminate TEFAP food as reasonably required by TEFAP and SMTCCAC, Inc.
• Secure assistance for offloading/loading of food at TEFAP and other applicable sites.
• Collect necessary data for reports required by SMTCCAC, Inc., USDA, MD State, and MFB and submit reports as appropriate.
• Provide all training mandated by USDA, Department of Human Resources (DHR), MFB, and attend training as required.
• Be available for any USDA, MD State or MFB monitoring.
• Address concerns and needs of TEFAP sites.
• Monitor all TEFAP sites as needed and as reasonably required by TEFAP and SMTCCAC, Inc.
• Conduct yearly inspections of all TEFAP sites according to MFB requirements.

Other duties as assigned.

Licenses or Certificates:

Current valid Maryland Driver’s License.

Special Requirements:

State and Federal Bureau of Investigation Criminal Background Check, National Sex Offender Public Registry Check, Physical, Tuberculin PPD Tine Test at the time of employment, and annually, or by physician requirement, thereafter, and Pre-Employment, Random, Post-Accident Drug, and Alcohol testing. Availability to work evenings and weekends as needed.

Physical Demands:

Work requires extensive physical effort: bending, stooping, reaching, pushing, pulling, standing, and lifting as needs require.

Applications Accepted By:   

Online at:  www.smtccac.org

Required Documents:   

The following documents are required based on job:  In addition to your application and resume please provide a copy of your high school diploma and/or a copy of your college transcripts.  Applications and Documents submitted with missing information will not be considered. Do not send applications via Fax.

An Equal Opportunity/Affirmative Action Employer