Customer Service Representative - Weatherization

Customer Service Representative - Weatherization

Community Action of St. Louis County (CAASTLC) is seeking a Customer Service Representative. We are committed to helping the families and communities of St. Louis County prevent the conditions of poverty for present and future generations.

The Customer Service Representative will maintain a customer-service orientation at all times, performing accurate web-based computer intakes, assessments and referrals. Make appropriate referrals and follow up with accurate and thorough documentation.

Responsibilities include:

• Perform accurate web-based computer intakes, assessments and referrals in our Management Information System (MIS). Ensure that necessary information is gathered to assess individual, family and property eligibility to receive services. Follow up to advise customers of missing documentation needed to complete the processing of applications.
• Maintain accurate and thorough documentation on the computer, paper files and in MoWAP (Missouri Weatherization Assistance Program) as required.
• Make appropriate referrals and follow up on status, including completing paperwork and applications for various Agency programs.
• Maintain customer-service attitude at all times, handling customer issues in a friendly, patient, respectful and professional manner. Follow up as required.
• Provide food orders to customers and assist in maintaining a clean, well-functioning food pantry. This includes maintaining cleanliness, maintaining relationship with St. Louis Area Food Bank, assisting with pickups, and stocking shelves.
• Submit all applicant files for weatherization services to Compliance Department for review and approval after completion.
• Contact customers interested in having weatherization program services performed, to advise them of information needed and benefits of weatherization services. Forward applications as needed.
• Provide supervisor with a weekly report on number of applications received, including number received that are eligible to receive weatherization services, and number of applications denied weatherization services.
• Assist Weatherization Administrative Assistant II as needed.
• Provide front-desk coverage during breaks, lunches and absences of Receptionist. This includes answering a multi-line telephone, directing calls to correct staff members, and providing assistance to customers.
• May assist with teaching and/or facilitating energy classes and simulations.
• Perform general office duties, including typing, filing and copying.
• Assist with Agency events, including Resource Fairs, Poverty Simulations, etc.

Requirements include:

• High school diploma or equivalent
• Prefer previous Customer Service experience in a direct, face-to-face capacity
• Working knowledge of Microsoft Word, Excel and Outlook
• Experience operating a multi-line telephone system
• Good written and verbal communication skills, with the ability to communicate effectively with low-income customers
• Basic math skills
• Must be able to lift up to 40 pounds.
• Must be able to work flexible hours, including some evenings and weekends.

If you have the experience and want to be a part of our mission, we'd like to talk with you. Please forward your resume, along with a cover letter, to our Human Resources Director at smoss@caastlc.org.