Energy Assistance & Front Desk Representative

Primary Responsibilities

Providing front desk reception, administrative support, and customer service for the agency while supporting the daily operations of the Energy Assistance Program. This position assists clients, processes program documentation, maintains accurate records, coordinates communications, and performs a variety of administrative functions that contribute to efficient agency operations and quality customer service.

Agency Expectations

• Comply with all agency policies and procedures.
• Represent the agency professionally both internally and externally.
• Deliver friendly, responsive service to the public, community organizations, and clients.
• Engage respectfully and positively with individuals from diverse backgrounds.
• Foster and maintain productive relationships necessary to execute job responsibilities.
• Demonstrate efficient and flexible time management.
• Uphold confidentiality and security of all records and communications.
• Advocate for the needs of clients and programs.
• Collaborate effectively with community partners and colleagues.
• Actively participate in agency-wide and program-specific events.

Qualifications

Minimum Requirements

• Education equal to high school diploma or GED

• 1-3 years of experience in computer operation

• Thorough knowledge of Microsoft Office applications

• Knowledge of paperless file retention software

• Knowledge of filing and other standard general office procedures

• Ability to follow oral and written directions.

• Ability to work with the public.

• Ability to use multiple-line telephone system.

• Proof of valid driver’s license and current/adequate vehicle insurance coverage

Preferred Qualifications

• General knowledge of the Energy Assistance program

• 1-3 years of clerical experience

• Demonstrated understanding of diverse backgrounds and cultures

• Bilingual

Direct Reports: None

Essential Job Functions

Energy Assistance Program

• Serve as a primary point of contact for the Energy Assistance Program (EAP) by answering and placing phone calls, providing application status updates, and directing inquiries to the appropriate EAP staff member.
• Open, date-stamp, sort, and distribute incoming mail for the EAP department, as well as the ability to identify and pair incoming information with the Laserfiche application.
• Perform accurate and timely data entry in multiple systems, logging and scanning both paper and online applications into State software eHEAT and Laserfiche software.
• Maintain organized, accurate, complete, and well-documented client records and files in accordance with program requirements and agency policies.
• Perform clerical and administrative duties that support the efficient operation of the EAP department.
• Provide information to clients and families regarding available services and resources and make appropriate referrals to community partners and outside organizations.

Front Desk Operations

• Serve as the first point of contact by greeting visitors, answering phones, responding to inquiries, and directing individuals to the appropriate staff or services.

• Provide excellent customer service by assisting clients, partners, and community members in a professional, respectful, and welcoming manner.

• Manage incoming communications, including phone calls, emails, mail, and deliveries, ensuring timely distribution and follow-up.

• Maintain the reception area and public spaces to ensure a clean, organized, and welcoming environment.

• Provide administrative support including data entry, filing, copying, scanning, preparing documents, and maintaining accurate records.

• Schedule meetings and conference rooms while coordinating visitor check-ins and staff notifications.

• Process incoming and outgoing mail, packages, and agency correspondence.

• Assist with office supply management, including monitoring inventory and ordering supplies as needed.

• Support agency events and meetings by preparing materials, assisting with room setup, and coordinating hospitality needs.

• Maintain confidentiality of employee, client, and agency information while following all applicable privacy policies.

• Assist with agency-wide administrative projects and provide support to multiple departments as assigned.

• Operate standard office equipment and software, including multi-line phone systems, copiers, scanners, Microsoft Office, and agency databases.

• Identify and resolve routine customer concerns or refer more complex issues to the appropriate staff member.

• Perform other related duties as assigned to support agency operations and customer service.

Fiscal Support

• Scan, organize, and maintain weekly Accounts Payable files in accordance with agency recordkeeping procedures.
• Scan and file financial reports, cash requests, and other fiscal documentation in a timely and organized manner.
• Pull and compile invoices exceeding $10,000 for Board meeting materials and reports.

Americans with Disabilities Act (ADA) Compliance

Physical Requirements

• Occasional standing, walking, and sitting.
• Ability to use hands for typing, handling documents, and operating office equipment.
• Ability to reach with hands and arms, climb stairs, balance, stoop, kneel, crouch, or crawl.
• Ability to communicate clearly in verbal and written form.
• Occasional lifting of up to 50 pounds.
• Vision requirements include close and distance vision, color perception, peripheral vision, depth perception, and focus adjustment.

Work Environment

• Moderate noise level typical of an office setting.
• Reasonable accommodation will be provided to enable individuals with disabilities to perform essential functions.

This document outlines key responsibilities and expectations for the Energy Assistance & Front Desk Representative role. Additional duties may be assigned as needed.