Communications Clerk, LEAP

Goodwill of Colorado•Colorado Springs, CO

2h•Hybrid

About The Position

This is a temporary position working within the Colorado Low-income Energy Assistance Program (LEAP) to perform communication requirements for program operations. The role handles all inquiries regarding LEAP via call center, email helpdesk, fax, and telephonic downloads. The Communications Clerk will develop a thorough working knowledge of LEAP and complete all required training to support the program and other LEAP staff departments. Responsibilities include explaining eligibility criteria, answering the main LEAP phone line, transferring calls, transmitting and retrieving messages, returning calls, and researching applicant inquiries through the email ticketing system. The role also involves downloading, date stamping, and merging documents received via email, fax, and telephonic download for proper distribution. Additionally, the Communications Clerk will provide technical and/or clerical support on the state computer system, Salesforce, while ensuring applicant confidentiality. The position requires tracking and reporting daily task outcomes, maintaining accurate records of productivity and performance metrics, and regularly communicating key findings and trends to the team lead. A key aspect of the role is establishing and maintaining positive and professional relationships with customers, vendors, clients, and Human Services agencies, representing the company positively. The Communications Clerk will also attend necessary meetings with Goodwill of Colorado and the Colorado Department of Human Services.

Requirements

A minimum of two (2) years of customer service, clerical and administrative experience in an office or remote environment.
Demonstrate proficiency in computer use.
Ability to accurately type 30 words per minute.
Excellent written and verbal communication skills.
Demonstrate the ability to interact with various types of internal and external applicants and agencies in a high stress environment.
Must conduct oneself in a professional manner and maintain a professional demeanor and appearance.
Must be able to maintain accurate records, multi-task and be detail oriented.
Must have the ability to drive for company business.
Must submit to and successfully pass a criminal background check.
Must report any arrests, charges, or summonses for any disqualifying offense.
Must have a valid Colorado State driver license.
Must be able to operate company vehicle, and adhere to all Federal, State, and local laws governing vehicle operation.
Must have valid vehicle insurance, valid driver license, and vehicle must be in roadworthy condition if using personal vehicle for company business.

Nice To Haves

A High school diploma or equivalent is preferred.

Responsibilities

Develop a thorough working knowledge of LEAP and complete all required training.
Explain eligibility criteria to applicants and agencies.
Answer the main LEAP phone line, transfer calls, transmit messages, retrieve messages, and return calls.
Research applicant emailed inquiries through the email ticketing system.
Download, date stamp and merge all documents received via email, fax and telephonic download to distribute all documentation to the proper locations.
Perform other job duties as assigned by Call Center Team Lead, Email Team Lead, Communications Supervisor and Quality, Communications and Contract Manager.
Provide technical and/or clerical support on the state computer system, Salesforce, while assuring applicant confidentiality.
Track and report daily task outcomes, maintaining accurate records of productivity and performance metrics.
Regularly communicate key findings and trends to the team lead to support informed decision-making and continuous improvement.
Establish and maintain a positive and professional relationship with all customers, vendors, clients, and Human Services agencies.
Attend meetings with Goodwill of Colorado and the Colorado Department of Human Services that are deemed necessary.