Customer Care Specialist

CUSTOMER CARE SPECIALIST

Grade Level: E-2

Position Title: Customer Care Specialist

Reports To: Weatherization Program Director

Employment Status: Non-Exempt/Hourly

COMMUNITY ACTION PROMISE All employees of Community Action of Greater Indianapolis must have the capacity to embrace the Community Action Promise: Community Action changes people's lives, embodies the spirit of hope, improves communities, and makes America a better place to live. We care about the entire community, and we are dedicated to helping people help themselves and each other.

POSITION SUMMARY To serves as the primary point of contact for customers throughout the entire lifecycle of the weatherization process. Responsible for ensuring customers are treated with dignity and respect, providing timely and clear communication about the scope of work and educating them on maintaining energy reduction strategies for lasting benefits. 

SUPERVISORY RESPONSIBILITIES: None

SPECIFIC DUTIES & RESPONSIBILITIES

•  Provide Weatherization Program information, answer questions, directs call as appropriate via in-bound, out-bound calls and periodic ‘walk-in’ clients.
• Responsible for completing customer/client intake process including successful completion of program application form, income verification, identify verification, and data entry into Charity Tracker and WOP Link.
•  Serve as the primary point of contact for clients throughout the weatherization process.
•  Ensure all clients are treated with dignity and respect, maintaining a professional and empathetic approach.
•  Coordinate scheduling of pre-audit, energy audit, mechanical, and shell work with contractors and customer.
•  Serve as liaison between the customer and the contractor ensuring timely resolution of concerns and complaints.
•  Communicate project timelines and details to clients to ensure full understanding of the scope of work.
•  Document all client interactions and updates in Charity Tracker, ensuring records are accurate and up to date.
•  Ensure data is current and available for use in developing reports as required.
•  Monitor the progress of projects and ensure that all necessary paperwork is completed and filed appropriately.
•  Respond promptly to client inquiries, concerns, and requests for additional information.
•  Work closely with the Outreach/Intake Specialist to manage new client assignments and ensure a smooth transition into the program.
•  Liaise with contractors and Weatherization staff to coordinate schedules and resolve any project-related issues.
• Provide regular updates to program leadership on client satisfaction, project progress, and any identified challenges.
•  Advocate for clients' needs, ensuring they receive high-quality service and that their concerns are addressed promptly.
•  Identify and address any barriers clients may face during the weatherization process, working to find solutions that promote successful outcomes.
•  Engage in the agency's holistic wraparound support initiative by screening eligibility for other CAGI programs and services and facilitating both internal and external referrals to connect clients with additional resources.
• Conduct a systematic review of client files in compliance with the Measures Checklist, ensuring all required documents are included. These documents encompass the client application, contracts, invoices, photos, payment support documentation for Shell and Mechanical measures, and close-out QCI (Quality Control Inspection) records, among others.
•  Input completed work orders, job measures, and cost details for specific services or repair items (e.g., furnaces, water heaters) into the system, accurately categorizing each entry by labor or material code for the corresponding account.
•  Ensure timely and accurate updates to the system, reflecting the status of specific measures for each work order, based on information obtained from the WX Manager, Energy Auditors, and contractor communications.
• Other duties as assigned.

POSITION REQUIREMENTS High school diploma or general education degree (GED) required. 2-3 years of clerical, secretarial, or office experience. Proficient skills in MS Office products including Word, Excel, SharePoint, and Outlook. Ability to operate standard office equipment including personal computer, fax machine, calculator, and copier. Ability to communicate effectively, verbally, and in written form. Ability to type at least 35 wpm. Ability to follow through on work assignments.

INDEPENDENT ACTIONS AND JUDGMENT Actions are controlled by Community Action policies and procedures, and by-laws governing non-profit organizations. Work with information of a confidential nature.

WORKING RELATIONSHIP Work with all levels of management, Community Action personnel, and general public. Position demands high levels of courtesy, diplomacy, and tact.

WORKING CONDITIONS Normal work environment is either an interior office or a job site. May be required to travel to and from the central office to satellite office locations/program sites. Required to stand, walk and sit; talk or hear, both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms. Must be able to lift up to 15 lbs. Access to reliable, licensed, insured driver and transportation is required.