Customer Service Representative - Bilingual

The Customer Service Representative is responsible for reviewing, screening, certifying, and processing applications for Spectrum’s Low Income Home Energy Assistance Program (LIHEAP) and Weatherization Program (WX). Duties include qualifying applicant households experiencing low-income for LIHEAP,  and/or WX program benefits, processing/entering application data into a Customer Relationship Management (CRM) software, and occasionally presenting these utility assistance programs’ information to the public. LIHEAP and WX are publicly funded (federal and county) programs that are contracted and administered by the State of California’s Department of Community Service and Development (CSD) and the County of Alameda.

We strongly encourage you to apply if you are from a marginalized or underrepresented group. Some candidates may see a long list of job requirements and feel discouraged because they don’t match every single bullet point—we suggest, please apply anyway. We don’t believe in a “perfect” candidate—if you believe this is a role that you’ll be excited to work in every day, want to be a part of a culture like ours, and show aptitude to learn while doing, please apply.

Primary Responsibilities

• Screen clients for program eligibility. Review applications for required documentation and certify applicants according to Federal and State eligibility guidelines.
• Gather and review required household data for program eligibility, including but not limited to income documentation and utility bills
• Analyze utility billing statements to determine amounts and sources of monthly costs
• Phone duties include placing outbound calls to provide verbal communication to clients, recording inbound voicemails in our CRM software, and directing clients to other program services provided by Spectrum
• Coordinate, and represent Spectrum, at community outreach and intake events 
• Ability to use our CRM software to process utility assistance applications
• Ensure complete protection and confidentiality of all client data
• Provide excellent customer service with an empathetic approach while facilitating our needs-based, equity-focused operations
• Maintain accuracy and thoroughness when processing utility assistance applications and when following policies and procedures within the Energy Department’s Utility Assistance Division
• Pickup inbound mail from the Post Office 
• When needed, support the outbound mailings of applications and required notifications to clients
• When needed, support the processing of inbound mail of applications and other documents provided by clients
• Perform other duties as assigned
• Some evening and weekend work will be required when necessary

The minimum qualifications, physical demands and work environment characteristics described below are representative of those that must be met or will be encountered by an employee while performing the primary responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary responsibilities.

We Need Someone Who Has:

• Must be able to read, speak, and write English Spanish, Vietnamese, Mandarin, and/or Cantonese fluently
• Well-organized, self-directed, and highly motivated
• Clear and concise oral communication skills
• Solid writing skills and documentation knowledge
• Results-oriented problem solver
• Proficient to excellent computer skills in Google Workplace (i.e.: Google Docs, Sheets, Mail)
• Proficient use of Google Chrome internet browser

Nice to Have:

• Government contract compliance experience 
• Strong desire to work in the non-profit sector as well as interest in energy conservation and social service programs
• Valid CPR and First Aid certification prior to start date (or must obtain within 6 months of hire).  Certification must be from an accredited provider recognized by the organization (e.g., Red Cross, American Heart Association).
• High School Diploma/GED 
• Strong business-to-consumer service orientation
• Skilled in working with the public in diverse communities
• Experience using ServTraq CRM software
• Experience working for a LIHEAP provider
• Valid California Driver's License and acceptable driving record to our insurance provider

Physical Demands

• While performing the duties of this job the employee is regularly required to sit, stand, and move from one area to another
• Finger dexterity for activities such as typing, use of the computer mouse, computer usage, grasping, and other repetitive motions
• The employee is occasionally required to bend, reach, lift, and relocate items weighing up to 10 lbs
• Vision abilities required include close vision, distance vision, and ability to adjust focus

Work Environment

• Mostly indoor work with some offsite outreach events
• Temperature-controlled office environment
• Noise level is typically quiet in the office
• Travel in Alameda County when needed 

Vaccination Policy

To protect the health and safety of our team, clients, and community, vaccination against Influenza is mandatory for this role, while COVID vaccination is highly encouraged. Given the nature of this position, which involves working closely with vulnerable populations and interacting with the public, vaccination helps minimize the risk of preventable diseases and ensures a safe work environment. Employees who are not vaccinated due to medical or religious exemptions are required to wear a 3-Ply surgical mask, KN94, KN95, or N95 mask at all times while at work, including during interactions with clients and the public, from November 1 to April 30. 3-Ply surgical masks, KN94, KN95 or N95 masks will be required to be worn, regardless of vaccination status, in client-facing situations from November 1 - April 30.