Client Service Associate

Client Services Associate

The Statewide Client Services center is the centralized branch of our Low-income Energy Affordability Network (LEAN). Through the LEAN Network, we provide phone & online communication services for residents in Massachusetts interested in our Energy Conservation Programs. The Client Services Associate supports the Statewide LEAN website and call center by responding to client inquiries, assisting with application processes, and supporting overall call center operations.

Key Responsibilities :

• Transfer new applications into the database.
• Connect clients and make referrals to appropriate agencies or programs.
• Maintain and update application records in the database.
• Run queries and generate reports as requested.
• Engage LEAN Single Family Website including : Live chat functions engagement with clients. Case study updates for website and public dissemination.
• Lead origination, outreach, and outbound marketing calls.
• Monitor Google Analytics dashboard.
• Communicate with single-family and multifamily applicants and potential applicants : Field phone calls and inquiries. Notify new applicants when an application is received. Request more information as needed. Request affordability documentation. Notify applicants when approved / denied. Perform past service checks on new applications.
• Coordinate statewide outreach efforts in Lead Vendor capacity. Communicate with vendors and utilities as needed. Track client process through marketing lifecycle. Coordinate Cap engagement on follow-up and completion of client referrals. Review affordability / individual client income documentation. Take notes during meetings if requested. Maintain electronic and paper files. Coordinate with the Program Director on all of the above. Perform other related duties as assigned from time to time.

Skills, Knowledge and Expertise :

Expected Salary : $44,000 USD. Due to funding restrictions, team parity, and our strong focus on equity, this salary is thoughtfully aligned with the duties expected for this role and cannot be negotiated. Because salary ranges are small and the internal parity review is thorough, offers are firm.