What are the responsibilities and job description for the Client Care Specialist position at GRID Alternatives?
The Opportunity
Reporting to the Senior Manager, Outreach, the Client Care Specialist (Access Clean CA) will provide case management and client care services for Access Clean CA and its affiliated programs. Access Clean California is a statewide project administered by GRID Alternatives to create easy and comprehensive access to California’s clean energy and transportation-related incentive programs for residents and communities that face the most harm from environmental injustice. Access Clean California connects residents of environmentally and economically disinvested communities to benefits like electric vehicles incentives and no-cost solar power. The Client Care Specialist reports to the Client Care Senior Manager.
This role's main focus is on providing direct support for Access Clean CA clients mobility programs via 1-1 client communication. Team members will have varying levels of engagement directly with clients which includes conducting client education and advocating on their behalf. In addition the role involves interacting with program case managers and outreach partners to complete applications. The overarching goal is to demystify the process to lessen client burden and maximize grant distribution.
Responsibilities :
- Manage multiple channels for communicating with current and prospective clients, including phone, email, SMS / MMS, and eventually live chat.
- Ensure prompt, friendly, and thorough follow up with all clients to embody quality equity centered client care including advocacy on their behalf.
- Support clients to prepare applications for ZEV program requirements ensuring client records are updated and maintained while meeting targets for response times.
- Make outbound calls, send outbound emails and texts to prescribed lists of current and prospective clients as assigned.
- Provide exceptional, patient, positive and professional customer service according to GRID’s Community Care Principles ensuring client escalations are brought to the Senior Specialist.
- Connect the dots” and demystify the application process for clients to ensure questions are answered and needs are met, including making phone calls to partner organizations to obtain relevant information, evaluating written documents and referring clients to additional resources when appropriate.
- Document all leads and communication efforts in our data management system with a high degree of accuracy.
- Collect and convey high quality feedback from clients to the Senior Client Care Specialist, Access team and program partners placing improvements and equity front and center.
- Document and inform the Senior Specialist of glitches, system errors and pain points to guide operational solutions and improvements to the product platform.
What you bring....
Where you will sit and the places you may go… This position may rarely require up to 25% out-of-town travel to regional offices and special projects such as company-wide celebrations, team building exercises, etc. Availability to work nights and weekends may very rarely be required.
GRID Alternatives may provide vehicles for work travel and / or travel reimbursement for personal vehicle use. In this instance, applicants must hold a valid driver’s license and have a good driving record.
Let's Talk Money!
This is a full-time, exempt position. Pay commensurate with experience within the pay band ($24-$26) per hour, plus the benefits below.
How we take care of you...
Medical, Dental, Vision / Eye Care insurance, 5 weeks paid time off (PTO),13 paid holidays, Commuter Checks, 403b Retirement Plan, Employee Assistance Program (EAP), Flexible Spending Account (FSA), Health Savings Account (HSA), STD, LTD, and AD&D insurance
Salary : $24 - $26
