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Customer Service Representative in Houston, TX at BakerRipley

Date Posted: 6/12/2018

Job Snapshot

Job Description

Public Sector Solutions, a division of BakerRipley manages childcare subsidies in support of working parents throughout 60 counties in Texas, provides long-term recovery services for people affected by disasters, manages utility assistance for low-income individuals, and manages Workforce Solutions career offices across the region. Programs in this division are funded by public contracts and our reputation as an efficient and reliable steward of our tax dollars has seen this division grow over the years.

JOB DESCRIPTION

Works directly with customers applying for assistance through the Comprehensive Energy Assistance Program (CEAP) and Weatherization Assistant Program (WAP). Verifies customer supplied information and enters data into utility assistance program applications, reviews and determines customer eligibility based on funding guidelines, provides status updates, and schedules appointments for customers. Meets or exceeds daily production goals for customers served in support of the program budget.

CORE DUTIES AND RESPONSIBILITIES:

  • Certifies program recipient applications contain required documents to determine program eligibility. Uses HEM database and electronic filing storage system to verify customer’s eligibility; enter and track application progress; provides customer status, case notes, and schedules appointments
  • 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
  • Provides resolution to customer inquiries regarding their application status and benefits in a prompt and professional manner; assists with escalated and complex customer inquiries; escalates complex case management issues when necessary
  • Achieves daily processing goals to meet department budget and program goals while adhering to state and agency guidelines
  • Performs work error-free and according to all program management and department standards
  • Performs other administrative duties as assigned

Job Requirements

MINIMUM EDUCATION:

  • Bachelor’s degree in social work or related field;

YEARS OF EXPERIENCE:

  • At least 2 year experience in social services field

SKILLS:

  • Knowledge of social service agencies, public service agencies, and programs
  • Strong verbal and written communication skills
  • Exercise good judgment and listening skills
  • Ability to work with diverse populations
  • Ability to type 50+ wpm

COMPUTER PROFICIENCY:

  • Knowledge of Microsoft Office

LANGUAGE REQUIREMENTS:

  • Bilingual preferred