Schedule:

Monday-Thursday 8am - 5pm Friday 8am - 2pm

Pay Rate:

$16.25 Job Overview The Customer Experience Professional (CEP) plays a key role in supporting the Program Assistance Center by providing critical assistance to clients over the phone and efficiently processing application information. This position ensures the timely and effective delivery of information and resources to meet the needs of our vulnerable client community, contributing to the overall mission of supporting individuals in crisis and ALICE (Asset Limited, Income Constrained, Employed). Must be able to report to office some weekdays.

Qualifications Education:

HS Diploma or equivalent

Experience:

Minimum of 1 year working in a call center or customer service field with data input & Microsoft Office experience.

Required Licenses, Certifications, and Training:

Access to transportation Key Responsibilities Respond to client phone calls with empathy, compassion, and professionalism. Utilize knowledge base & support tools to provide clients with complete & accurate information. Review and validate client utility application information within Salesforce Database (ROSIE). Provide self-sufficiency services including but not limited to energy savings discussions, weatherization referrals, vendor advocacy and needs assessment. Assist clients with completing applications over the phone, especially those facing barriers or requesting additional support. Document clear, detailed and professional contact notes in ROSIE for every call, transaction or change in a client's application. Send crisis intervention emails to vendors using approved email templates. Provide the resources and referrals that the client has identified as needs in a timely and documented manner Communicate with other agencies when necessary, using approved email templates. Support the completion of client satisfaction surveys when necessary and follow up check-in calls. Maintain open communication with PAC team members to ensure smooth and timely application processing. CEP with assigned Email, Text, and Fax duties will monitor all incoming electronic correspondence via Starpeer and Microsoft Outlook as well as manage all client referrals that arrive via MiBridges. Maintain updated knowledge of current eligibility guidelines, documentation standards, and program changes. Adhere to data privacy and confidentiality standards at all times. Perform other tasks as assigned.

Personal Attributes Mission-Driven:

Demonstrates a deep commitment to the mission and values of United Way of South Central Michigan and incorporates them into daily work.

Collaborative Team Player:

Thrives in a team environment, contributing positively and working effectively with others to achieve shared goals.

Solution-Oriented Problem Solver:

Proactively identifies challenges and develops practical, innovative solutions to address them.

Culturally Sensitive:

Demonstrates awareness and respect for the cultural diversity of both colleagues and clients, fostering an inclusive and supportive environment.

Integrity:

Upholds a strong moral character, consistently doing what is right, and responsibly using time and resources to serve the organization's mission. Work Environment & Physical Demands Occasional in-person attendance at staff meetings within normal business hours is required. The position may involve exposure to sensitive or potentially traumatic information and direct interaction with individuals or families in crisis. Physical requirements include frequent use of hands for handling objects, tools, or controls; talking, bending, squatting, twisting, climbing, kneeling, reaching, and occasionally lifting or carrying up to 30 pounds. Vision requirements include close-up work, distance vision, and the ability to adjust focus. Reasonable accommodation will be made to enable individuals with disabilities to perform essential job functions.

Job Types:

Full-time, Contract Pay:

$16.25 per hour

Benefits:

Work from home Application Question(s): Can your home-internet pass a High Speed Internet Check Test? Do you have a Smart Phone you are able to use for work?

Experience:

Call center: 2 years (Required)

Location:

Jackson, MI 49202 (Required)

Work Location:

In person