BASIC NEEDS ADVOCATE (Housing Processor, Call Center Rep, Utility Assistance Representative, Housing Rental Assistant Payment Processor) Position Description
OVERVIEW
Basic Needs Advocate position supports the work of the Energy Assistance and/or the Housing Departments to ensure that individuals and families receive exemplary customer service and assistance with their utility and housing needs.
DUTIES & RESPONSIBILITIES
- Answer incoming phone calls and assist customers in making appointments for energy assistance and/or rental assistance applications.
- Answer all customer questions completely and satisfactorily or refer them to the sources where they can find answers.
- Provide the highest level of attentive customer service.
- Maintain call logs, appointment logs, and accurate records.
- Maintain case files with sensitive information relating to clients
- Prepare all necessary forms and documentation.
- Effectively interact by phone, face-to-face or by mail to determine program eligibility.
- Enter data into Home Energy+ system timely and accurately.
- Work cooperatively in a team environment
- Complete and submit daily reporting form to Housing Strategy Director.
- Other duties as assigned.
QUALIFICATIONS
- High school diploma or equivalent, with courses in business administration, accounting, computer science, or social work desirable.
- Computer and internet fluency are required.
- Ability to communicate clearly orally and in writing: must be able to present information clearly and respond to questions from customers.
- Must be 95% accurate in data entry skills. Must be able to work at a swift pace and maintain accuracy.
- Flexibility to work some evening or Saturday hours.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential job duties: the employee is regularly required to sit, talk on the phone, and enter data into a computer.
Pay for this non-exempt, hourly position start at $20 per hour.