Customer Service Representative
2 weeks ago
Job Summary:
Cincinnati-Hamilton County Community Action Agency is seeking a highly motivated and detail-oriented individual to join our team as a Customer Service Representative - HEAP Intake. In this role, you will be responsible for assisting customers with the completion and efficient processing of applications for the Home Energy Assistance Program, while ensuring compliance with local, state, and federal laws and regulations.
Key Responsibilities:
- Assist customers with the completion of applications for the Home Energy Assistance Program.
- Compute customers' income for eligibility determination, using State criteria.
- May travel to outreach sites to administer program services to customers residing in the area.
- Assist customers with making payment arrangements for outstanding utility bill balances.
- Approve initial payment to utility company on the customer's behalf and communicate approval to the utility in a timely manner to prevent disconnection orders.
- Prepare daily C-HCCAA transmittal sheets that include all applications processed.
- Ensure that customer folders contain all required documentation for subsequent transmittal to C-HCCAA HEAP main office.
- Input accurate and compliant applicant and payment information into the OCEAN system.
- Provide quality customer service, including efficient, precise, and courteous communication.
- Act as an agent of information to communicate other CAA programs to customers.
- Provide HEAP services with high-quality service and confidentiality for our customers.
- Bilingual preferred.
- Some weekends required.
Requirements:
- Associates degree and experience in Human Service is preferred.
- One (1) year of customer service experience.
- One (1) year of alpha and numeric data entry experience.
- Have and maintain a valid driver's license and automobile insurance.
- Proven experience working with a diverse population, including low to moderate-income families.
- Experience in supporting families in crisis, including those of a financial nature.
- Knowledge of Home and Energy resources within Cincinnati and Hamilton County.
- Effective written and oral communication, organizational, and interpersonal skills.
- Attendance at the assigned work site is required.
- A valid driver's license must be maintained throughout employment with CAA.
- Valid automobile insurance must be maintained throughout employment with CAA.
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