Customer Service Representative - Bilingual (Mandarin And/Or Cantonese

Join Our Team as a Bilingual Customer Service Representative!

Are you passionate about making a positive impact in the lives of individuals facing energy and water challenges? Spectrum is seeking a dynamic Customer Service Representative to play a key role in our impactful Low Income Home Energy Assistance Program (LIHEAP), Low Income Household Water Assistance Program (LIHWAP), and Weatherization Program (WX).

If you're driven by the desire to make a difference, we encourage individuals from marginalized or underrepresented groups to apply. We understand that the perfect candidate doesn't exist, and we believe in the power of diverse perspectives and unique backgrounds. Don't let a long list of requirements deter you – if you're excited about the role, our culture, and have the willingness to learn, we want to hear from you!

Be part of a team dedicated to creating positive change. Apply now and be the force behind helping households in need access vital utility assistance programs. Your journey towards meaningful work starts here! ✨

Job title: Customer Service Representative - Bilingual (Mandarin and/or Cantonese, English)
Department: Energy
Reports to: Utility Assistance Supervisor
FLSA Status: Non-Exempt
Pay: $24.00 - 27.00 per hour

General Description
The Customer Service Representative is responsible for reviewing, screening, and processing applications for Spectrum’s Low Income Home Energy Assistance Program (LIHEAP), Low Income Household Water Assistance Program (LIHWAP), and Weatherization Program (WX). Duties include qualifying applicant households experiencing low-income for LIHEAP, LIHWAP, and/or WX program benefits, processing/entering application data into a Customer Relationship Management (CRM) software, and occasionally presenting these utility assistance programs’ information to the public. LIHEAP, LIHWAP, and WX are federally funded programs that are contracted and administered by the State of California’s Department of Community Service and Development (CSD).

We strongly encourage you to apply if you are from a marginalized or underrepresented group. Some candidates may see a long list of job requirements and feel discouraged because they don’t match every single bullet point—we suggest, please apply anyway. We don’t believe in a “perfect” candidate—if you believe this is a role that you’ll be excited to work in every day, want to be a part of a culture like ours, and show aptitude to learn while doing, please apply.

Primary Responsibilities
● Screen clients for program eligibility. Review applications for required documentation and qualify applicants according to Federal and State eligibility guidelines.
● Gather and review required household data for program eligibility, including but not limited to income documentation and utility bills.
● Analyze utility billing statements to determine amounts and sources of monthly costs.
● Phone duties include placing outbound calls to provide verbal communication to clients, recording inbound voicemails in our CRM software, and directing clients to other program services provided by Spectrum.
● Attend community outreach events with and without the assistance of the Outreach Specialist, when approved by the Utility Assistant Supervisor.
● Ability to use our CRM software to process utility assistance applications.
● Ensure complete protection and confidentiality of all client data.

● Provide excellent Customer Service with an empathetic approach while facilitating our needs-based, equity-focused operations.
● Maintain accuracy and thoroughness when processing utility assistance applications and
when following policies and procedures within the Energy Department’s Utility Assistance
Division.
● When needed, support the outbound mailings of applications and required notifications to
clients.
● When needed, support the processing of inbound mail of applications and other
documents provided by clients.
● Perform other duties as assigned.
● Some evening and weekend work will be required when necessary.

The Need and Nice to Haves, physical demands, and work environment characteristics described below are representative of those that must be met or will be encountered by an employee while performing the primary responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary responsibilities.

We Need Someone Who Has:
● Must be able to read, speak, and write English/Mandarin and/or Cantonese fluently;Trilingual preferred (Mandarin, Cantonese, English).
● Well-organized, self-directed, and highly motivated.
● Clear and concise oral communication skills.
● Solid writing skills and documentation knowledge.
● Results-oriented problem solver.
● Proficient to excellent computer skills in Google Workplace (ie: Google Docs, Sheets, Mail).
● Proficient use of Internet browsers, specifically Google Chrome.
● Ability to follow verbal and written instructions in English.

Nice to Have:
● Government contract compliance experience preferred.
● Strong desire to work in the non-profit sector as well as interest in energy conservation and social service programs.
● High School Diploma/GED preferred but relevant experience acceptable.
● Strong business-to-consumer service orientation.
● Skilled in working with the public in diverse communities.

Physical Demands
● While performing the duties of this job the employee is regularly required to sit, stand, and move from one area to another.
● Finger dexterity for activities such as typing, use of the computer mouse, computer usage, grasping, and other repetitive motions.

● The employee is occasionally required to bend, reach, lift, and relocate items weighing up to 10 lbs.
● Vision abilities required include close vision, distance vision, and ability to adjust focus.
 

Work Environment
● Mostly indoor work.
● Temperature-controlled office environment.
● Noise level is typically quiet in the office.
 

General Competencies
Interpersonal
● Strive for improvement in self and for Spectrum; make recommendations for improvements.
● Respond timely to requests for information, service and assistance.
● Demonstrate a positive and productive attitude; have an open mind and be objective, trustworthy, honest, and ethical.
● Maintain a high level of professionalism and confidentiality.
● Treat each Spectrum employee/manager as if they were an internal customer.
 

Organizational
● Provide outstanding Customer Service to all internal and external customers.
● Use and conserve organizational resources efficiently and effectively.
● Prioritize and plan work activities.
● Demonstrate consistency, reliability, accuracy, and thoroughness.
● Show respect and sensitivity toward cultural differences.
● Promote a harassment and discrimination free environment.
● Follow or exceed organizational standards.
● Adhere to company policies and procedures; support Spectrum’s goals and values.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person
authorized to give instructions or assignments.

A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities.
This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.