Client Services Representative

Community Teamwork is a private non-profit organization located in Lowell MA. We employee over 600 employees and are a catalyst for social change. We leverage our programs, our partnerships, and our collective voice to foster equity, compassion, and community engagement by creating housing, education, and economic opportunities.

The Client Services Representative will process fuel assistance applications for new applicants including conducting application interviews; conducting recertification of income and calculating client benefit amounts; determining acceptable document verification while supporting families with appropriate referrals for other needs.

1. →Follow all funding source protocols and/or regulations for processing client applications for (re)certification including:
   1. →Meet with scheduled new clients or retrieve recertification files to enter required data into fuel assistance database.
   2. →Verify and document client identity, address, household size, utility account numbers, housing costs. Verify documents and calculate all household income.
   3. →Notify client, with a detailed list, of missing documentation needed to certify their application.
2. →Maintain client records for audit purposes. Compile required statistics for periodic program reports.
3. →Review and troubleshoot client issues, which can be complex, in a timely manner.
4. →Utilize all MA consumer rules and regulations regarding utility services to negotiate with utility companies to prevent termination or restore client services.
5. →Contact deliverable fuel vendors for emergency deliveries.
6. →Document all communication with applicants in the CSG system.
7. →Educate eligible clients on all energy programs available to them.
8. →Advocate for clients and make direct referrals as necessary to CTI programs and other health and human services as needed.
9. →Assist with reception duties such as answering incoming calls, customer service; manage appointment scheduling/rescheduling including reminder phone calls; oversee flow of clients in the waiting area; clerical duties such as scanning and organizing documentation.
10. →Uphold the values of CTI – Equity, Integrity, Compassion.
11. →Perform other related duties as assigned

The duties listed above are representative of the work performed. Other related duties may be assigned.

1. High School degree or equivalent
2. Able to pass state and federal background check
3. Excellent customer service, organizational, interpersonal, oral and written communication skills.
4. Ability to work independently and as a team in a fast paced, detail oriented environment.
5. Proficient computer skills required in basic computer software and data collection systems.
6. Good attention to detail.
7. Ability to maintain confidentiality.
8. Night and weekend work may be required as needed.

• Bilingual skills (English/Spanish, English/Khmer English/Portuguese)
• 1 year prior related experience