Client Advocate

Community Housing Partners • Winchester, VA

74d • $18 - $22

About The Position

The Client Advocate acts as a liaison and point of contact to weatherization clients throughout the process of the weatherization home project. The Client Advocate will assist clients with project questions, clarifications, complaints, cancellations, project timelines, etc. The Client Advocate interacts with weatherization clients and project managers. The position provides administrative support for Energy Solutions Field Operations in order to ensure smooth job and client management. Primary duties will include administrative tasks related to customer service, scheduling, and support for other office and field staff. The position requires organization, the ability to multitask, and the commitment to handle confidential and sensitive information in a professional manner. Regular attendance, punctuality, and effective delivery of courteous client service are all vital to this position. Working hours may vary, but the customary schedule is Monday - Friday from 8:00 am - 5:00 pm, with a one-hour lunch break. Occasional evening and weekend hours may be necessary as workload dictates, and with the approval of the supervisor. This position may work up to two days a week from home with permission from the supervisor.

Requirements

• Must possess excellent judgement, a high level of interpersonal skills, and the ability to handle sensitive and confidential information.
• Ability to manage/monitor multiple client cases simultaneously.
• Ability to communicate courteously and professionally with clients regarding the scope of work.
• Good communication skills, both verbal and written, and an ability to interact and communicate courteously and professionally with clients, vendors, and individuals at all levels of the organization, in a variety of situations.
• Ability to accurately perform basic to intermediate mathematical functions as well as basic bookkeeping functions.
• Ability to communicate complex program requirements in simple terms to clients.
• Must be proficient with computers and a variety of software applications, including Outlook, Word, and Excel, with the ability and willingness to learn new software applications.
• Attention to detail and accuracy required.
• Must possess strong organizational skills, with the ability to prioritize, manage multiple assignments, and meet deadlines.
• Must maintain a valid driver's license and driving record consistent with current CHP insurability guidelines.
• Proficiency in speaking Spanish preferred.

Nice To Haves

• Associate Degree in Administrative Technology or related field preferred.
• Minimum of 1-2 years working in the Weatherization Assistance Program or case management is required.
• Minimum of 2-4 years of experience in an administrative support position.
• Previous customer service experience, grant reporting, and/or supervisory experience preferred.
• Retrofit Installer Technician - preferred.

Responsibilities

• Acts as a point of contact to clients receiving weatherization and energy-efficient home improvements.
• Facilitates administrative tasks related to customer service, project scheduling, and support for other office and field staff.
• Provides administrative support for client tracking systems.
• Provides a clear understanding of Weatherization measures to clients.
• Maintains, updates, and adds entries to Dynamics 365 accurately, which will require contacting and following up with clients.
• Assists in the preparation of weekly payables and monthly credit card reconciliations.
• Works independently and within a team on special and nonrecurring, and ongoing projects.
• Coordinates with clients to ensure required information is collected and recorded.
• Manages incoming and outgoing client interactions across numerous channels, including phone, email, chat, etc.
• Assists with audit and production scheduling.
• Establishes and maintains positive working relationships with clients and partners (internal and external).
• Performs any other duties assigned by supervisor or senior department members.

Benefits

• Generous paid vacation/holidays/sick leave.
• Health/dental/life/disability insurance.
• 403b retirement plan with company match.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Social Assistance
• Education Level: High school or GED