Customer Service-Eligibility Navigator

Albany Community Action Partnership•City of Albany, NY

91d•Onsite

About The Position

ACAP is hiring full-time Customer Service-Eligibility Navigators to work in person at its main office in Albany, New York. The role supports individuals and families by helping them enroll in ACAP programs and connect with needed resources through community partners. Navigators engage with customers, complete intake and eligibility assessments, coordinate program enrollment, and maintain accurate records. ACAP is a community action agency serving individuals and families living in poverty, with services provided through Career and Community Services, Early Childhood Education, and Energy Services.

Requirements

High school diploma or equivalent.
At least two years of customer service and data entry experience in a call center, social services, or another client-facing administrative setting; experience conducting intake and eligibility within a human services organization, nonprofit agency, or community-based organization also meets this requirement.
Basic PC skills, including database entry, word processing, and spreadsheet skills.

Nice To Haves

Associate degree in human services, social work, psychology, or a related field.
Bi- or multi-lingual skills.

Responsibilities

Engage with customers by phone, email, and in-person meetings to foster positive relationships and provide excellent customer service.
Complete customer intakes and assessments, gathering required documentation to determine eligibility for ACAP programs and services.
Coordinate program enrollment by connecting customers with ACAP services and other community resources, ensuring a smooth transition for those seeking assistance.
Collect and manage data while maintaining accurate and up-to-date records.