Utility Assistance Specialist
About The Position
The Utility Assistance Specialist is responsible for conducting intakes and assessing the eligibility of utility customers seeking financial relief. This role involves determining eligibility, enrolling customers in utility assistance programs, conducting face-to-face intakes, and providing excellent customer service. The specialist will also manage data by conducting financial assessments, scanning and uploading income documents, and maintaining accurate service logs. Collaboration with coworkers, other CAP programs, and community programs is essential for coordinated support and enhanced program delivery. The role also includes participation in professional development, meetings, and program evaluation.
Requirements
- High school diploma/GED with 2 years of human services experience, minimum.
Responsibilities
- Determine eligibility and enroll customers in utility assistance programs.
- Conduct face-to-face intakes and assessment for utility assistance services.
- Provide excellent customer service.
- Answer calls, retrieve messages, and return calls in a timely manner.
- Conduct financial assessments, scan, and upload income documents to appropriate utility portals and systems.
- Maintain accurate service logs and paperwork as required by all utility contracts.
- Meet deadlines as outlined by the supervisor and work with the coordinator to resolve urgent matters.
- Completes all tasks with accuracy and fidelity, ensuring confidentiality and protection of customer and program information.
- Work with coworkers in a respectful and meaningful way to best serve customers and to develop best practices for workflow and projects.
- Collaborate with other CAP programs to ensure coordinated support for customers and strengthen internal partnerships.
- Connect with other community programs to develop viable partnerships that enhance program delivery and the referral process.
- Participate in regular meetings and ongoing professional development in relation to project and organizational goals.
- Attend utility forums/trainings with PPL and UGI.
- Participate in program evaluation, development, and problem solving.
- Performs other related duties as assigned.
Benefits
- Medical, Dental & Vision Coverage
- 403(b) Plan
- Life Insurance
- EAP Program
- Generous number of PTO Days banked per year
- Paid Parental Leave
- Tuition Reimbursement
- Employer-Assisted First Time Homebuyer Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
