Communications Clerk, LEAP

Goodwill of Colorado•Colorado Springs, CO

1d•Hybrid

About The Position

This is a temporary position working within the LEAP (Colorado Low-income Energy Assistance Program) 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. They will explain eligibility criteria to applicants and agencies, answer the main LEAP phone line, transfer calls, transmit and retrieve messages, and return calls. The role involves researching applicant emailed inquiries through the email ticketing system, downloading, date stamping, and merging all documents received via email, fax, and telephonic download for distribution to proper locations. The Communications Clerk will also provide technical and/or clerical support when needed on the state computer system, Salesforce, while assuring applicant confidentiality. Additionally, the role 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. The Communications Clerk is responsible for establishing and maintaining positive and professional relationships with customers, vendors, clients, and Human Services agencies, presenting a positive image of the company. Attendance at necessary meetings with Goodwill of Colorado and the Colorado Department of Human Services is also required.

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, and the 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 that enhances the organization’s reputation.
Must be able to maintain accurate records, multi-task and be detail oriented.
Must have the ability to drive for company business.
Must have valid Colorado State driver license.
Must also be able to operate company vehicle, and adhere to all Federal, State, and local laws governing vehicle operation.
Applicants/employees using their personal vehicle for company business (receiving company mileage reimbursement), must have valid vehicle insurance, valid driver license, and vehicle must be in roadworthy condition.
Must be 18 years of age to participate in the retirement plan.
Must be at least 19 years of age (not engaged in passenger transportation) for inclusion on the Goodwill driver insurance schedule.
Must be at least 25 – 70 years of age for all passenger transportation services.
Must be at least 21 years of age for CDL.
Must have valid vehicle insurance, valid driver license, and vehicle must be in roadworthy condition if using personal vehicle for company business.
Must submit to and successfully pass a criminal background check.
Must report any arrests, charges, or summonses for any disqualifying offense as specified by C.R.S. §27-90-111 to the State.
Must undergo a Motor Vehicle Record (MVR) check and background check.
Must disclose all moving traffic violations or vehicle crashes (within the last five (5) years).

Nice To Haves

A High school diploma or equivalent is preferred.

Responsibilities

Perform communication requirements for program operations for all inquiries regarding LEAP via call center, email helpdesk, fax, and telephonic downloads.
Develop a thorough working knowledge of LEAP and complete all required training to support the program and other LEAP staff departments.
Explain eligibility criteria to applicants and agencies, answer main LEAP phone line, transfer calls, transmit messages, retrieve messages, and return calls.
Research applicants 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.
Provide technical and/or clerical support when needed, on the state computer system, Salesforce, while always 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 presenting a positive image of the company.
Attend meetings with Goodwill of Colorado and the Colorado Department of Human Services that are deemed necessary.
Perform other job duties as assigned by Call Center Team Lead, Email Team Lead, Communications Supervisor and Quality, Communications and Contract Manager.