Job Summary:

The Utility Assistance Coordinator will oversee and support the Utility Assistance Specialists and the Customer Support team, ensuring smooth day-to-day operations. This role collaborates with the Director to provide support on program policies and guidelines, team culture, and overall program success. Duties/Responsibilities

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Leadership and Supervision:

o Recruit, interview, hire, and train new staff. o Lead and supervise the Utility Assistance Specialists and Customer Support team. o Foster opportunities for growth within the Utility Assistance team.

Quality Assurance:

o Improve team efficiency and workflow. o Ensure team accuracy by conducting internal audits, identifying error patterns, and coaching team members. o Meet deadlines and turnaround times set by contracts and the Director.

Training and Coaching:

o Train new team members on job functions during onboarding. o Provide ongoing training to existing staff on updated procedures. o Develop and implement standard work procedures.

Department Overflow/Customer Resolutions:

o Assist with caseload overflow. o Support the Director with program operations. o Address and resolve customer service concerns and discrepancies.

Innovation and Professional Development:

o Participate in regular CAP Leader meetings and ongoing professional development. o Represent the department in program training and utility forums. o Contribute to program evaluation, development, and problem-solving efforts.

• Performs other related duties as assigned.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills in managing complex tasks.
• Excellent time management skills with proven ability to meet deadlines.
• Strong coaching skills.
• Strong analytical and problem-solving skills.
• Strong supervisory and leadership skills.
• Ability to prioritize tasks and delegate when appropriate.
• Ability to stay calm and de-escalate in stressful situations.
• Proficient with Microsoft 365 and web-based applications.

Education and Experience:

• Bachelor's degree or HS Diploma with 3 years of human services experience with supervisory skills.

Work Environment and Physical Requirements:

• Operate technology efficiently.
• Sit/Stand for extended period of time.
• Travel up to 20%.