Program Intake Representative (Term-Limited Temporary)

City of Seattle•Seattle, WA

1d•Hybrid

About The Position

Seattle City Light, a department of the City of Seattle, is one of the nation’s largest municipally owned utilities in terms of the number of customers served. Over the years we have worked very hard to keep Seattle's electricity affordable, reliable, and environmentally sound. Today, City Light is a recognized national leader in energy efficiency and environmental stewardship. The Program Intake Representative (PIR) determine customer eligibility for Seattle City Light’s (SCL) Emergency Bill Assistance program and apply associated credits to the customer's account. The PIR takes incoming customer calls, receives customer's applications by mail, email, ELOQUA and the UAP system. They work directly with customers, Community Based Organizations, and employees from SPU's and HSD's Affordability programs. PIR also attends community events to represent/promote the EBA program. This allows SCL to connect with customers, answer questions about the program and assist in the application process. This position will report to the Credit & Collections Supervisor.

Requirements

Two years of experience interviewing families for the purpose of determining eligibility for programs, and completing program enrollment, preferably in a utility setting (or a combination of education and/or training and/or experience which provides an equivalent background required to perform the work).
Experience that reflects a commitment to creating fair and equitable outcomes.

Nice To Haves

Creative problem-solver who demonstrates initiative and is a team player.
Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of customers, colleagues, community partners, and other city agencies.
Excellent skills in organization and time management.
Ability to multi-task, set priorities and manage time effectively.
Ability to interpret eligibility standards for various programs.
Knowledgeable in the use of CCB, UAP-A, Microsoft Excel, Outlook, SharePoint, PowerPoint and Word.
Experience working in a customer contact center.
Experience speaking multiple languages are a plus.

Responsibilities

Answer incoming calls while completing data entry and reviewing customer accounts in multiple databases.
Interview prospective clients, evaluate their needs, and determine eligibility for financial assistance programs by reviewing household income information.
Identify the specific information that is needed for customers to apply for the Emergency Bill Assistance and Project Share programs.
Make outbound calls as needed.
Respond to emails in the Emergency Bill Assistance (EBA) inbox regarding applications.
Use conflict management skills when working with difficult and sometimes hostile customers to listen, defuse and resolve customer issues.
Assist customers with information and referrals to affordable services available through other agencies.
Attend community events to represent the City of Seattle Emergency Bill Assistance program.
Attend, participate in meetings that pertain to PIR/EBA scope.
Perform other related duties as assigned.