Customer Service Specialist

Description

Responsible for determining program eligibility and processing applications for Energy Assistance Program and Emergency Funds and guide families to meet their fullest level of self-sufficiency. This position is also responsible for operating high volume telephone system; using general office equipment; working in Word and Excel, as well as other computer software; and maintaining strict confidentiality of information. 

Requirements

1. Gain knowledge of program requirements. Determine eligibility and process applications with in these constraints.
2. Complete data entry and reports timely and accurately for Energy Assistance Program and Emergency Funds. 
3. Responsible for all telephone system operations, including recording messages if unable to transfer to voice mail.
4. Provide the community with information about Client Services Programs to encourage support for the program and program growth. 
5. Meet with families to identify strengths and needs.
6. Provide information and referrals to them for all TRI-CAP programs as well as other community resources.
7. Provide advocacy when needed.
8. Refer clients to Family Development when appropriate.
9. Schedule training for clients that guide them towards self-sufficiency through the full time EAP staff. This includes Energy Education, Budgeting, and etc. Provide service in other counties when requested. 
10. Pursue finding ways to improve the Client Services Programs processes and work with the team to implement improvements.
11. Must be able to travel to attend and complete training and other professional meetings, conferences, and workshops pertinent to the Client Services Programs. 
12. Perform other duties as requested by the Client Services Program Manager. 
13. Audits files as directed by supervisor.
14. Work with other programs within the agency to complete tasks.
15. Front desk duties include: stamping incoming mail and sort to appropriate staff person; make copies, typing or faxing as requested; request service for agency copiers and fax machines.
16. Track office supply inventories, and send request for office/building supplies as necessary.
17. Prepare monthly reports for copies, office supplies, and postage meter.
18. Maintain cleanliness of conference room and reception area of the building.
19. Retain and track call-in log for home visitors and other staff going into client’s homes, notifying appropriate supervisor as issues arise.
20. Complete maintenance forms for building repairs.

1. Must be at least 18 years of age
2. Minimum of High School Equivalent Diploma
3. Experience using the computer for data entry and report generating
4. Must be organized and able to manage the flow of paperwork.
5. Must be able to manage multiple priorities.
6. Ability to handle crisis and unknown situations in a calm manner
7. Ability to be non-judgmental and compassionate while providing service and adhering to program constraints. 
8. Valid driver’s license and dependable automobile insurance
9. Experience in related human services field or business a plus preferred.