Program Support Specialist
About The Position
The Program Support Specialist supports the administrative management of energy conservation, home health, and safety programs. Primary duties will include administrative tasks related to effective intake, client service, scheduling, and support for other office and field staff. The position requires organization, the ability to multitask, and the commitment to handle confidential and sensitive information professionally. Regular on-site attendance for handling clients, punctuality, and effective delivery of courteous customer service are all vital to this position. Working hours may vary, but the customary schedule is Monday - Friday from 8:00 am - 5:00 pm, with a one-hour lunch break. Very seldom, evening, weekend, and overtime hours may be necessary as workload dictates and with the approval of the supervisor.
Requirements
- Strong customer service and communication skills.
- Excellent verbal and written communication skills, and ability to communicate professionally and courteously with clients, team members, and external partners.
- Ability to communicate complex program requirements in simple terms to clients.
- Must possess excellent judgment, a high level of interpersonal skills, and the ability to handle sensitive or confidential information with a high degree of professional discretion.
- Ability to set goals and work in a self-directed manner to meet workload and project deadlines.
- Proficient in a variety of computer software applications for word processing, spreadsheets, data management, and presentation (Microsoft Word, Excel, PowerPoint, and Outlook).
- High school diploma or GED required.
- 1-2 years of previous customer relations experience preferred.
Nice To Haves
- Proficiency in speaking Spanish preferred.
Responsibilities
- Support Energy Solutions by ensuring proper organization of files, paperwork, and data entry.
- Manage incoming and outgoing client interactions across numerous channels, including phone, email, website, etc.
- Assist clients by determining program eligibility and helping them to understand how to participate in programs and what to expect.
- Maintain, update, and add entries to Dynamics 365 accurately, which will require contacting and following up with clients.
- Ensure client inquiries, problems, and complaints are addressed and resolved in accordance with company policies and procedures.
- Provide exceptional customer service during all interactions.
- Work across multiple programs quickly and efficiently with high-quality results.
- Establish and maintain positive working relationships with clients and partners (internal and external) by ensuring a high level of customer service.
- Provide accurate and timely information related to the client journey.
- Provide support to all Energy Solutions Programs.
- Continually update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, and participating in professional organizations.
- Perform any other duties as assigned by supervisor or senior department members.
- Answer and interpret Spanish-language phone calls, providing real-time translation and support.
- Assist in the preparation of bilingual documents and correspondence as needed.
Benefits
- The compensation for this 40-hour-per-week position includes generous paid vacation/holidays/sick leave, health/dental/life/disability insurance, 403b retirement plan with company match, and more.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
251-500 employees
