The Utility Assistance Intake Specialist serves as a primary point of contact for households seeking assistance with their utility expenses. This position conducts high-volume inbound and outbound calls, screens households for program eligibility, reviews documentation, and processes applications for energy assistance. Responsibilities also include scheduling appointments, assisting walk-in applicants, coordinating utility crisis intervention, maintaining accurate client records, and supporting referrals to Weatherization services. Preferred Experience Experience working with low-income households, public assistance programs, community-based social services, utility assistance, benefits enrollment, or application intake is highly desirable. The ideal candidate is comfortable managing a high volume of calls while balancing documentation review, data entry, and direct assistance to program participants.

Responsibilities:

• Provide exceptional internal and external customer service.
• Support all energy services units as needed.
• Attends trainings, meetings and other program activities initiated by program partners.
• Establish and maintain effective and cooperative working relationships with those contacted in the course of work.
• Exercise consistent discretion, initiative, and independent judgment.
• Assist with special projects as needed. Duties may include :
• Conduct intake process to determine if household is eligible to receive utility assistance.
• Handle a high volume of outbound and inbound calls (80-100 calls)
• Schedule qualified customers for Energy Assistance and Education appointments
• Acquire all appropriate information regarding household after eligibility has been established.
• Review applicant documentation to verify eligibility and process applications.
• Attend in person scheduled appointments and walk in applicants.
• Respond to customer inquiries by phone, in person or email.
• Coordinate with utility companies for energy crisis intervention.
• Entering /updating customer information into various databases.
• Maintain daily/weekly/monthly reports to ensure targeted goals are being met.
• Assist with Weatherization referrals
• Performs other job-related duties as assigned.

Minimum Requirements :

• High School Diploma or equivalent.
• 3 years of Customer Service or Call Center experience
• 1 year of intake eligibility & processing applications
• Read, understand, speak and write English at a level appropriate for the position.
• Read and comprehend relevant contracts, regulations, policy, procedures, management directives, and other appropriate program information.
• Ability to complete multiple tasks in a timely manner.
• Perform work duties with an appropriate level of proficiency required by the job in word processing, email, calendar, spreadsheet, database and presentation applications, including but not limited to, recent versions of Windows, MS office, and the Internet.

Supervisory Responsibility:

This position has no supervisory responsibilities.

Knowledge:

Ability to understand and carry out oral and written instructions; communicate clearly and concisely, both orally and in writing; and establish and maintain effective working relationships with those contacted in the course of work.

Work Environment:

Work is performed in an office environment; frequent contact with other staff and the public; moderate level of noise. The nature of this position may also require to working outdoors in all weather conditions including wet, hot, and cold.

Physical Demands:

Position requires sitting, standing, walking on level and unleveled surfaces, reaching, twisting, turning, kneeling, bending, stooping, squatting, and crouching in the performance of daily activities. The position also requires near, far, and color vision when assisting in activities of program participants. Additionally, the position requires grasping, repetitive hand movement, and fine coordination when writing and typing announcements and advertisements and providing instructions.

Travel Requirements:

May require some local travel within the agency's service area

Pay:

$22.00 per hour Expected hours: 40.0 per week

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Experience:

Call center or similar : 1 year (Required)

Language:

Spanish (Required)

Work Location:

In person