Receptionist for Nonprofit

PACE • Los Angeles, CA

17h • $20 - $22 • Onsite

About The Position

PACE Energy seeking an enthusiastic and service-oriented RECEPTIONST to join the team and organization. The Receptionist for PACE Energy will serve as the first point of contact for all clients seeking assistance through PACEs energy programs. This position manages a high volume of incoming calls and walk-in clients daily, with a primary responsibility to identify and triage urgent situations including utility disconnection notices and Energy Crisis Intervention Program (ECIP) emergencies and route them promptly to the appropriate staff for handling. The Receptionist must be knowledgeable about all Energy & Environmental Services programs, including HEAP, DOE Weatherization, LIHEAP Weatherization, and ECIP, in order to accurately assess client needs, provide program information, and ensure clients are directed to the right resources without delay. In addition to call management and client intake, this position supports the department with client record look-ups in ServTrack, data entry, filing, and a variety of administrative tasks essential to the smooth operation of the department. This position also serves as backup coverage for the Lead Receptionist during breaks, lunches, and absences, and assists with daily mail sorting and distribution for the department. This is an excellent opportunity to build a fulfilling career while making a real difference in the community!

Requirements

• High school diploma or equivalent required; Associates degree in Business Administration, Social Services, or a related field preferred.
• Minimum of 12 years of experience in a receptionist, customer service, or administrative support role required.
• Demonstrated ability to manage high call volumes and a fast-paced front desk environment with composure and professionalism.
• Strong triage and problem-solving skills; ability to quickly assess client urgency and take appropriate action.
• Experience with ServTrack or similar client case management / database systems is highly preferred.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook) required.
• Excellent verbal communication skills with the ability to convey program information clearly to clients from diverse backgrounds and varying literacy levels.
• Strong data entry skills with high attention to accuracy and detail.
• Ability to handle emotionally sensitive client situations including clients in financial distress or facing utility shut-offs with empathy, patience, and professionalism.
• Broad familiarity with all PACE departments and programs, or the ability to quickly acquire this knowledge, in order to effectively serve as backup to the Lead Receptionist.
• Strong organizational and time management skills; ability to balance multiple tasks and priorities simultaneously.
• Commitment to PACEs mission of advancing economic equity and providing essential services to underserved communities in Los Angeles.
• Must satisfactorily pass background and employment/reference check
• Must have reliable transporation
• COVID vaccination required; must have two-dose series of Pfizer or Moderna or a single-dose of Johnson & Johnson. Those that need a medical or religious exemption must reach out separately.

Nice To Haves

• Prior experience in a high-volume call center, social services agency, utility assistance program, or community-based nonprofit organization is strongly preferred.
• Experience working with low-income individuals, seniors, individuals with disabilities, and diverse, multicultural communities preferred.
• Familiarity with energy assistance programs such as HEAP, LIHEAP, ECIP, or DOE Weatherization is a plus.
• Bilingual or multilingual ability is highly preferred, particularly in Spanish, Cantonese, Mandarin, Korean, Vietnamese, or other languages spoken by PACEs client communities.

Responsibilities

• Call Management & Client Intake
• Manage a high volume of incoming calls for the Energy & Environmental Services Department, responding to client inquiries with professionalism, patience, and efficiency.
• Accurately assess the nature and urgency of each call, identifying clients with emergency needs such as imminent utility disconnections or shut-offs.
• Triage and immediately route ECIP (Energy Crisis Intervention Program) clients and households facing utility disconnection to the appropriate staff member or specialist for expedited handling.
• Provide callers with accurate, up-to-date information about PACE Energy programs including HEAP, ECIP, DOE Weatherization, and LIHEAP Weatherization eligibility requirements, required documentation, office hours, and application procedures.
• Screen and schedule client appointments for HEAP intake, weatherization assessments, and other program services in accordance with program capacity and staff availability.
• Maintain a detailed and accurate call log, documenting client inquiries, emergency referrals, and follow-up actions as required.
• Greet and assist walk-in clients, determine the nature of their visit, and direct them to the appropriate staff in a timely and courteous manner.
• Manage client wait times at the front desk and communicate anticipated wait times clearly and respectfully.
• Emergency & ECIP Triage
• Recognize and prioritize clients presenting with utility emergency situations, including final disconnect notices, active shut-offs, or heating/cooling emergencies.
• Promptly notify the appropriate ECIP staff or supervisor when an emergency client situation is identified, ensuring no urgent case is delayed.
• Collect and document preliminary client information (name, address, utility account details, nature of emergency) prior to handoff to program staff to expedite the intake process.
• Maintain working knowledge of ECIP eligibility criteria and program limitations to accurately set client expectations while ensuring appropriate referrals are made.
• Follow established protocols for prioritizing and escalating emergency cases in accordance with department policies and funder requirements.
• Backup Coverage Lead Receptionist
• Serve as the designated backup for the Lead Receptionist during scheduled breaks, lunch periods, and any planned or unplanned absences to ensure continuous front desk coverage for PACE.
• While serving in the backup role, assume all primary receptionist responsibilities including answering and routing all incoming PACE calls, greeting walk-in visitors, and providing general information about all PACE departments and programs.
• Maintain familiarity with PACEs full range of departmental programs Employment, Education (Head Start), Business Development, Energy, Housing, and Administration in order to effectively direct clients and callers when covering the main reception area.
• Coordinate coverage schedules and transition handoffs with the Lead Receptionist to ensure no gap in front desk service.
• Daily Mail Assistance
• Assist with the daily sorting and distribution of incoming mail and packages to the appropriate Energy & Environmental Services staff and, as needed, to other PACE departments.
• Support the preparation of outgoing departmental mail, including assembling client correspondence, program notices, and other mailings as directed.
• When covering the Lead Receptionist, assist with agency-wide mail sorting and distribution in accordance with established mail management procedures.
• Notify department staff promptly upon receipt of time-sensitive correspondence, certified mail, or urgent deliveries.
• ServTrack Client Look-Up & Data Entry
• Perform client look-ups in ServTrack and other department databases to retrieve existing client records, verify program enrollment status, and support staff with accurate case information.
• Enter new client intake data, application information, and service records into ServTrack accurately and in a timely manner, adhering to program data entry standards and deadlines.
• Assist program staff with updating client records, correcting data discrepancies, and maintaining the integrity of department databases.
• Run basic reports or queries in ServTrack as directed by the program supervisor to support departmental reporting needs.
• Maintain strict confidentiality of all client data in compliance with applicable federal, state, and PACE privacy policies.
• Filing & Records Management
• Maintain an organized physical and electronic filing system for client applications, intake forms, verification documents, and program correspondence.
• Ensure all incoming client documentation is properly sorted, labeled, and filed in accordance with program recordkeeping standards.
• Retrieve and prepare client files for staff review, appointments, audits, or reporting as requested.
• Assist with periodic file audits, purging, and archiving in compliance with program retention policies.
• Track and log the receipt of required client documentation to ensure complete application packets are assembled prior to processing.
• Administrative Support
• Provide general administrative support to the Energy & Environmental Services Department including photocopying, scanning, faxing, and preparing correspondence.
• Assist with preparation and distribution of program materials, application packets, client notices, and informational handouts.
• Monitor and maintain inventory of department office supplies, forms, and program materials; coordinate replenishment as needed.
• Support department staff with scheduling, calendar management, and meeting preparation as directed.
• Assist with special projects and departmental initiatives as assigned by the Energy & Environmental Services Manager.
• Perform other administrative duties as needed to support the efficient operation of the department.

Benefits

• Affordable and robust Medical, Dental, Vision, and Life insurance plans for employee plus family with generous employer contributions
• Robust 401(k) retirement plan
• We offer generous paid holidays, paid vacation, paid sick leave

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 11-50 employees