Coordinator II

We are looking for a Coordinator II to support income-eligible customers in Providence, Rhode Island by connecting them with assistance programs, payment options, and community resources that can improve energy affordability and service stability. This Long-term Contract position will serve as a key link between customers, community organizations, and internal teams, helping ensure that vulnerable populations receive informed, timely, and compassionate support. The role also contributes customer insight to program planning and represents the organization in outreach efforts designed to expand awareness and participation.

Responsibilities:

• Provide individualized support to customers regarding billing concerns, payment arrangements, assistance program enrollment, outage readiness, and referrals to energy-saving resources.
• Build productive partnerships with community agencies, advocacy groups, and internal departments to exchange information and strengthen support pathways for eligible customers.
• Expand outreach efforts by identifying effective ways to connect with underserved populations and increase awareness of available affordability programs.
• Act as a trusted resource for external organizations, equipping them with accurate guidance so they can better assist and refer their constituents.
• Coordinate responses for sensitive or complex customer situations, including cases requiring specialized attention and tailored solutions.
• Maintain ongoing collaboration with internal teams and outside partners to understand needs, provide guidance, and deliver solutions aligned with company policies and procedures.
• Gather and interpret feedback from customer interactions and community engagement activities to help inform program improvements for income-eligible populations.
• Represent the organization at community events, expos, and outreach forums attended by customers seeking assistance and support.
• Prepare and distribute program-related materials, documentation, and reports while ensuring all activities remain compliant with applicable regulations and internal standards.
• Experience in customer service, administrative coordination, or community-facing support roles.
• Strong verbal and written communication skills with the ability to explain policies, programs, and procedures clearly.
• Ability to document interactions accurately and maintain organized records and reports.
• Working knowledge of Microsoft Office applications, including Excel, Word, and PowerPoint.
• Familiarity with billing support, payment processing, referrals, or similar customer assistance functions.
• Ability to work effectively with stakeholders, vendors, and community partners in a detail-focused environment.
• Understanding of policy, procedural, and regulatory compliance requirements.
• Spanish language skills are a plus and may be helpful when assisting diverse customer populations.