Energy Programs Customer Service Representative

About Making Opportunity Count

MOC’s mission is to empower families to achieve economic security by eliminating barriers and creating opportunities. To alleviate poverty, we deliver a variety of services including childcare, education, workforce development, nutrition, health, and community and housing support.

Position Overview :

The Energy Services Customer Service Representative supports the Energy Programs through clerical, outreach, and administrative duties. This role serves as the first point of contact for clients, providing direct services, community outreach, and program referrals to help households access energy-related assistance. Programs include Fuel Assistance, Appliance Management (AMP), Home Energy Assessments, heating system repairs and replacements, and electrification services. This role often involves sitting in a front desk area, which involved greeting internal employees and external clients, answering customer service related questions, and performing all general customer service functions.

Essential Duties and Responsibilities :

• Serve as the primary point of contact for clients, delivering professional, accurate, and compassionate customer service.
• Answer and document phone calls, emails, and walk-ins; provide updates on application or project status.
• Follow up on inquiries promptly and document all interactions.
• Schedule home energy assessment appointments in compliance with the 6-week service mandate.
• Screen clients for eligibility and gather necessary documentation.
• Process incoming mail and email, ensuring proper date-stamping, scanning, and linking to application files.
• Maintain organized and compliant participant files.
• Assist with general clerical functions including filing, copying, mailings, and phone coverage.
• Support project workflows by issuing work orders, requesting estimates, and submitting funding approvals.
• Prepare reports and process approval applications for payment.
• Use state and program guidelines (e.g., EOHLC HEAP, HEARTWAP) to ensure accurate and compliant responses.
• Work with required databases and systems including Monday.com, CMS, CSG eConservation, HEARTWAP / LIHEAP, and InDemand.
• Document referrals and track client progress using agency data systems.
• Participate in community outreach, including traveling to offsite events and representing the program to groups.
• Collaborate with Energy Services and HEAP staff to ensure consistent, coordinated service delivery.
• Communicate effectively with applicants, vendors, contractors, and agency staff.
• Attend required meetings, supervision, training, and professional development sessions.
• Be available during scheduled remote work hours for calls, meetings, and regular duties.

Required Education and Experience :

Physical Requirements :

Other duties :

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Compensation :

A salary within the range of $20.43 to $27.64 per hour will be provided to the successful candidate having met the minimum requirements for the position consistent with the MOC compensation philosophy. The candidate’s exact placement will be determined based on factors consistent with MOC’s compensation framework. MOC offers a competitive benefits package including :

EEO Statement :

Making Opportunity Count is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, or any other characteristic protected by law.

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