POSITION DESCRIPTION 

Contact eligible Ohio households to introduce and explain the Ground Level Solutions Weatherization/Energy Conservation Programs.  Verify & prepare eligible households for inspection activities.  Track customer intake status and proposed work activities.  Maintain customer demographic information.  Provide data and administrative support to GLS personnel, partners, and funders.  

PRIMARY OBJECTIVES

• The overall goal of this position is to find, verify, and document new customers/clients, nurture and support current customers, and maximize the effectiveness of marketing and customer support services by;
  •  Working as a liaison with weatherization/energy conservation programs, or staff of energy funders
  • Maintaining contact with customers as needed to ensure they are informed of how the program works
  • Relating specific program information to eligible participants
  • Conferring with Customers by telephone or in person to provide information about energy programs, and or to take applications, and to process complaints
  • Verifying the eligibility of customers to receive energy program services via telephone, mail, fax and/or internet
  • Keeping records of customer interactions and transactions, recording details of inquiries, complaints and comments as well as actions taken
  • Enunciating telephone script to eligible households to generate customers 
  • Maintaining and utilize a computerized customer database
  • Maintaining customer applications, files, and documentation in an orderly fashion
  • Tracking customer files from intake to completion 
  • Referring unresolved customer grievances to designated departments for further investigations and documenting the customer complaint 
  • Checking to ensure that appropriate changes were made to resolve customers’ problems and/or complaints
  • Performing other related duties as requested by the immediate supervisor and/or other members of Management.

SUPPORT FUNCTIONS AND RESPONSIBILITIES

• Promptly, accurately, professionally, and courteously receives telephone calls and visitors.
• Assists in the preparation and processing of outgoing mail to include: accurate weighing; coding; sorting; affixing postage; properly addressing; and preparing certified/overnight/return receipt mail.
• Performs routine office tasks necessary for the operation and presentation of a professional office as observed by the supervisor.
• As needed, assists with clerical tasks to include typing, filing, proofreading, and maintenance of service logs and data entry.
• Develops and maintains comprehensive knowledge of community resources; provides information, referrals, and follow-up.

GENERAL COMPETENCIES REQUIRED:

Intellectual:

• demonstrates attention to detail
• identifies and resolves problems in a timely manner
• gathers and analyzes information skillfully
• develops alternative solutions
• uses reason, even when dealing with emotional topics
• assesses own strengths and weaknesses
• displays critical/creative thinking
• possess necessary expertise to accomplish all tasks
• seeks self improvement
• learns new skills to improve job performance

Organization:

• conserves organizational resources
• shows respect and sensitivity for cultural differences
• promotes a harassment-free environment
• treats people with respect
• strives for personal and organizational excellence
• inspires the trust of others
• works ethically and with integrity
• follows policies and procedures
• completes tasks correctly and on time
• supports organization's goals, values, and policies

Interpersonal:

• strives for continuous improvement and solicits customer feedback to improve service
• timely response to requests for information, service, and assistance
• maintains confidentiality
• demonstrates a positive and productive attitude
• displays self-control and keeps emotions under control, even under pressure
• remains open to others' ideas and tries new things
• speaks clearly; listens and gets clarification
• exhibits objectivity and openness to others' views
• able to read and interpret written information
• writes clearly, accurately, and concisely

Self Management

• completes tasks on time or notifies appropriate person with an alternate plan
• observes safety and security procedures; reports unsafe conditions
• displays willingness to make decisions
• measures self against standard of excellence
• follows instructions and responds to management directions
• uses equipment and materials per policy
• takes responsibility for own actions
• prioritizes and plans work activities
• manages competing demands; uses time effectively
• is consistently at work and on time

Leadership:

• looks for ways to improve and promote quality; makes recommendations for improvements
• positive role model; exhibits confidence in self and others
• demonstrates accuracy and thoroughness
• exhibits sound and accurate judgment and logical reasoning
• able to deal with frequent changes, delays, or unexpected events
• accepts responsibility; follows or exceeds organizational standards
• uses resources effectively and efficiently
• anticipates and plans accordingly
• works to improve team and organizational climate

QUALIFICATIONS:

•  Valid Driver’s License

JOB REQUIREMENTS:

• Valid Insurance
• Reliable transportation

EDUCATION AND/OR EXPERIENCE:

• High school diploma or general education degree (GED); or one to three years related experience and/or training; or equivalent combination of education and experience.

COMPUTER SKILLS:

• To perform this job, an individual must have knowledge of:  Internet Explorer; Microsoft Excel; Microsoft Outlook; Microsoft Word; Microsoft Access;

OTHER SKILLS AND QUALIFICATIONS:

• Ability to read and comprehend instructions, short correspondence, and memos.  Ability to write correspondence.  
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.  Ability to problem solve and reach reasonable outcomes.
• Sensitivity to the needs of low-income, elderly, and handicapped residents of the community
• Maintain confidentiality of sensitive personal information of customers, internal as well as external 
• Analyze situations and identify pertinent problems/issues; collect relevant information; evaluate realistic options; and recommend/implement appropriate course of action.
• Maintain accurate files and records
• Organize and prioritize a variety of projects and multiple tasks in an effective and timely manner, organize own work, and set priorities