Client Services Intake Coordinator

Description

Overview

We are seeking Client Services Intake Coordinators (CSIC) for our client project:HOMES a growing, non-profit organization using an all-encompassing approach to housing challenging the misconceptions of what defines affordable housing through the production and preservation of high-quality affordable homes, large-scale home repairs, and improved accessibility and energy efficiency for existing homes.

CSIC duties include effective telephone and computer data intake, customer service, scheduling, and administrative support for other office and field staff in the broader Richmond to Eastern Shore area.  The position requires organization, the ability to multi-task, and the commitment to handle confidential and sensitive information in a professional manner. Other duties, as needed. This role reports to the Director and is part of a team of approximately five CSICs. The organization budget is approximately $13M with about 40 employees located in Richmond, VA, with easy access on and off the Midlothian Turnpike and Chippenham Parkway. Go to www.projecthomes.org to learn more!

Summary of Job Responsibilities and Requirements

• Provide front line telephone coverage for the Energy Conservation Dept; answer calls, assist clients or direct callers to the appropriate staff, and log calls; estimated weekly volume is 50 calls.
• Assist in distinguishing which of the various programs within project:HOMES and the Energy Conservation Dept the prospect client qualifies for.
• Follow up with clients in a timely and prompt manner on phone, email or in person.
• Conduct preliminary intake questionnaire to determine which program client is best suited.
• Manage office workflow; process incoming mail such as, but not limited to: applications, missing documents, inquiries.
• Mail or email applications to clients who request services.
• Process applications in timely manner to meet production goals and approves all energy conservation applications to assure compliance with grant requirements as well as local, state, and federal regulations.
• Track and document any effort of communication with clients using both internal and external databases.
• Maintain state and agency (both digital and physical) databases to assure accuracy and efficiency.
• Maintain confidential client records/files and maintain the client records/files in the agency file room.
• Schedule audits for home energy auditors/QCI inspectors and log into calendar with essential information.
• Keeps all equipment and assigned vehicle in safe working order.
• Helps cover the agency front desk, as necessary.
• Participates in all required federal and agency training and publicity events to promote agency programs and participate in volunteer activities for the department as needed.
• Models and upholds the values and mission of project: Homes and provides exceptional customer service.
• Perform additional responsibilities related to the success of the organization.

Key Qualifications, Skills, and Abilities

• Minimum HS diploma or GED required; Some college or Bachelor’s degree strongly preferred. Any combination of education and experience that demonstrates the knowledge and ability to perform the work.
• Proficient with Microsoft Word, Excel, and Outlook, Teams / Zoom teleconferencing platforms as well as experience with standard office equipment.
• Database management and data entry experience.
• Professional phone, in-person, and written communication skills along with active listening.
• Thinks critically and solve problems efficiently.
• Effectively works on multiple tasks simultaneously.
• Typical days and hours of work are Monday through Thursday, 7AM to 5PM. Potential for some teleworking. Minimal overtime.
• Successfully complete pre-employment background screening.

Competitive Salary & Benefits Package including health, dental, vision, life insurance, LTD, paid time off, and 401(k) contribution!  Professional development; Work life balance and flex schedule opportunity with potential for some teleworking! Wages range from about $15 to $19 per hour depending upon related credentials and work experience.

Apply by sending your resume and salary requirements. This position will remain open until filled.

EOE M/F/D/V On behalf of its client, Warren Whitney reserves the right to alter, change, modify and/or terminate this job posting at any time without notice, or obligation, to any party.