We are looking for a detail-oriented Customer Support team member to assist individuals in Florence, Kentucky. This Long-term Contract position is ideal for someone who combines compassion with strong administrative accuracy and can guide clients through application and eligibility processes in a high-volume setting. The person in this role will help households access available aid, communicate clearly about next steps, and identify additional resources that can strengthen long-term stability.

Responsibilities:

• Conduct intake appointments for applicants seeking emergency financial and supportive services, ensuring each interaction is handled with care, empathy, and attention to detail.
• Evaluate submitted information and supporting documents to confirm program eligibility, including household income, composition, and expense-related criteria.
• Complete application processing accurately and efficiently so that assistance can be delivered without unnecessary delays.
• Explain program guidelines, required documentation, benefit outcomes, and follow-up actions in clear, accessible language for clients.
• Coordinate with utility companies, landlords, and community service partners to support timely delivery of aid and help address urgent household needs.
• Track open cases, request missing information when needed, and follow up promptly to keep applications moving forward.
• Connect clients with additional internal and external programs that may support housing stability, financial well-being, and broader family needs.
• Maintain organized, confidential records and document client interactions, referrals, and case updates in accordance with program standards.
• Provide respectful, trauma-informed customer service while responding to questions about status updates, decisions, and available resources.