Communications Clerk, LEAP

Goodwill of Colorado•Colorado Springs, CO

4d•Hybrid

About The Position

The Communications Clerk, LEAP (Colorado Low-income Energy Assistance Program) will work in a temporary position working within LEAP to perform the communication requirements for program operations for all inquiries regarding LEAP via call center, email helpdesk, fax, and telephonic downloads.

Requirements

A High School diploma or equivalent is preferred.
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.
Have excellent written and verbal communication skills and 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.
Overtime and weekend hours may be required.
As a role that handles very confidential information, the candidate may be disqualified if they have a criminal record for illegal drug use or sale, financial fraud, identity theft, physical abuse, crimes involving violence and/or theft.
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.

Nice To Haves

It is preferred that the incumbent have the ability to drive for company business.

Responsibilities

Develop a thorough working knowledge of LEAP and complete all the required training in order 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.
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 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, and regularly communicating 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.