hr.)

Community Action Pioneer Valley, Inc.•Greenfield, MA

10h•$19 - $20•Onsite

About The Position

The Energy Programs Scheduler works in the Energy Department and schedules Electrical Efficiency, Weatherization, Air Source Heat Pump (ASHP), Heating System, and Home Repair assessment appointments with energy program clients and technicians. The position provides telephone support for Energy Programs and assists with reminders to scheduled clients. It is based at 326 Deerfield Street, Greenfield, and is non-exempt. The role reports to the Energy Operations Coordinator. The Scheduler creates job numbers and folders after appointments are scheduled, updates databases, responds to funding-source Statewide board questions about client progress, and answers general questions about the Energy Department. The role also provides follow-up support to clients after services, helps direct clients to other Agency programs, and performs clerical tasks as needed. The Scheduler follows program and agency procedures, maintains confidentiality and customer-service standards, and attends supervision, team meetings, trainings, and professional development activities. After-hours or weekend events may be attended as needed. Duties may change to meet agency operational needs. The position requires extended sitting, telephone use, computer keyboard use, some bending and stretching, and the ability to lift 20–30 pounds. Work takes place in shared indoor office environments and community spaces, with occasional outdoor-weather exposure while traveling to outreach or meeting sites; noise levels vary by site. Reasonable accommodation may be made for employees with disabilities.

Requirements

High school diploma or equivalent.
At least one year of customer service experience and the ability to engage compassionately and empathetically.
Interpersonal communication skills, verbal and written.
Organizational skills and attention to detail.
Conflict resolution, problem-solving, prioritization, and adaptability to change.
Judgment and decision-making skills.
Ability to work independently and as part of a team.
Knowledge of, or ability to learn, program data systems, Excel, and spreadsheets.
Experience working with marginalized communities and individuals with low incomes.
Proficient computer skills, including Microsoft Suite and databases.
Ability to acquire a basic understanding of program certification procedures.
Understanding of data capture and tracking methods.
Sensitivity to cultural and socioeconomic diversity and the needs of individuals with low incomes.
Ability to promote equity and contribute to a work environment that values reflection, community-mindedness, openness, and difficult conversations.
Experience using computers and electronic systems.
Ability to meet the described physical demands, including lifting 20–30 pounds.

Nice To Haves

Bilingual Spanish/English or Russian/English.

Responsibilities

Answer phone calls and return voice messages.
Schedule Electrical Efficiency, Weatherization, ASHP, Heating System, and Home Repair assessment appointments for eligible clients.
Use GPS and maps to streamline travel between appointments.
Create job numbers in the database and job folders after client appointments are scheduled.
Answer general questions about the Energy Department.
Update multiple databases with pertinent information.
Respond to funding-source Statewide board questions and confirm whether the agency is in progress with a client.
Maintain basic knowledge of other Agency programs and direct or assist clients as appropriate.
Follow program guidelines for required database systems, including SharePoint, CSG Identity, CSM, InDemand, Monday.com Boards, and Excel spreadsheets.
Provide phone follow-up to clients after services are completed, in accordance with program guidelines.
Assist with clerical duties such as filing, mailings, and phone coverage.
Maintain customer service in accordance with Community Action Customer Service Standards and applicable program guidelines.
Attend scheduled supervision and team meetings, mandatory agency trainings, and professional development activities.
Comply with agency and funder paperwork requirements and procedures.
Maintain strict confidentiality.
Attend after-hours or weekend events as needed.
Perform related work and other duties as operational needs require.