Eligibility Specialist I - Energy Assistance (LIEAP & CIP)

County of Mecklenburg, NC • Charlotte, NC

2d • $20 - $23 • Onsite

About The Position

Perform customer service activities for social services program - Energy (LIEAP & CIP). The Low-Income Energy Assistance Program (LIEAP) is a federal program that assists households with their home heating needs. The Crisis Intervention Program (CIP) is a year-round program that assists individuals and families who are experiencing a heating or cooling related crisis, a life threatening or health related emergency, and have a final notice or past due utility bill. This position, under direct supervision, provides intake services, determines eligibility, processes applications, and makes referrals; and interacts with new and existing customers to provide and process information in response to inquiries, concerns and requests. This role requires careful calculation of assistance amounts, precise entry of account and household information, and thorough, accurate case documentation.

Requirements

• Minimum of two years of experience in customer service with direct interaction with members of the public or successful completion of the CPCC Caseworker Training Program (or another participating program).
• High School Diploma or equivalent
• May require a valid North Carolina or South Carolina Driver's License.
• Knowledge of principles and processes for providing customer and personal services, including customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Modern office practices, procedures, and equipment
• Familiar with social service programs
• Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate
• Service Orientation; actively looking for ways to help people
• Being aware of others' reactions and understanding why they react as they do
• Talking to others to convey information effectively
• Communicating effectively in writing as appropriate for the needs of the audience
• Communication: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the information provided
• Continuous Learning / Applied Learning: Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application
• Contributing to Team Success / Collaboration: Actively participating as a member of a team to move the team toward the completion of goals; working effectively and cooperatively with others; establishing and maintaining good working relationships
• Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs
• Energy / Inspiring Others: Using interpersonal styles and methods to inspire and guide individuals toward higher levels of performance
• Ethical Decision Making: Identifying and understanding issues, problems, and opportunities comparing data from different sources to draw conclusions, using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences
• Managing Work: Effectively managing one’s time and resources to ensure that work is completed efficiently
• Motivation Fit: The extent to which activities and responsibilities available in the job and the organization’s mode of operation and values provide personal satisfaction
• Proficient in various computer applications including Microsoft Office Suite.

Nice To Haves

• Associate's degree preferred
• Experience in utility customer service environments, including billing processes, account management, and/or high-volume data entry is preferred
• Bilingual (Spanish and English) proficiency oral and written

Responsibilities

• Assist call center or walk-in contacts, interview customers, gather information, and input data into appropriate systems
• Verify customer’s information through paper documentation, on-line search and phone calls and determines program eligibility
• Process applications for single program basic benefits
• Respond to client and public inquiries regarding services available, documentation requirements, other community resource options, and on-going program and benefit status and customer record changes
• Perform data entry and maintains system files and databases on clients, providers, and program services
• Maintain basic knowledge of multiple social services programs or in-depth knowledge in one program
• Perform work in a high volume, fast-paced environment with continual customer interaction
• Some positions may be required to directly work on enrollment and eligibility activities within the NC FAST system
• May be required to staff shelters in the event of a disaster

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees