Customer Service Specialist in Houston, TX at BakerRipley

Date Posted: 7/17/2020

Job Snapshot

Job Description

Under general supervision, determines program eligibility for individuals applying for assistance through the Comprehensive Energy Assistance Program (CEAP) and Weatherization Assistance Program (WAP). Serves as a CEAP program subject matter expert and resource for other employees in the department; regularly exceeds individual daily production goals with a very high level of accuracy. Completes program production related special assignments including investigations regarding eligibility which requires an advanced level of program knowledge and experience.

CORE DUTIES AND RESPONSIBILITIES:
• Uses HEM database and electronic filing storage system to verify program recipients’ eligibility; enter and track application progress; provides customer status, case notes and manages appointments
• Certifies program recipient applications contain required documents to determine program eligibility
• Requests, reads and calculates electric and gas billing histories obtained from utility vendors to determine CEAP benefits for customers; enters customers’ electric and/or gas billing histories into HEM database and electronic storage system
• Participates in outreach activities at third party sites and collaborates with local entities serving similar populations (elderly, families, employed households) to increase program public awareness and enrollment
• Assists HEM management with resolution for escalated and complex customer inquiries; evaluates case discrepancies and reports suspected program fraud and/or abuse; directs complex case management issues to management when necessary
• Troubleshoots and supports HEM manager in providing training and guidance to CEAP staff regarding program policies and procedures
• Achieves daily processing goals to meet department budget and program goals while adhering to state and agency guidelines
• Has a high level of competency in all facets of CEAP; performs work error-free and according to all program management and department standards
• Performs other administrative duties as assigned


QUALIFICATIONS/SKILLS

MINIMUM EDUCATION:

Bachelor’s degree in social work or related filed

YEARS OF EXPERIENCE:

At least 1 year experience as a Customer Service Representative working with a low income population, or seniors, or delivering program services; or
5 years’ experience in a social services field

SKILLS:
• Knowledge of social service agencies, public service agencies and programs
• Working knowledge of Microsoft Office applications and data base applications
• Strong verbal and written communication skills
• Exercise good judgment and listening skills
• Ability to work with diverse populations
• Ability to type 50+ wpm
• Must be able to work some evenings and weekends



Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)