Program & Client Service Specialist for Nonprofit - PACE

Compensation: $21.00 to $25.00 per hour depending on experience plus excellent benefits

*** This position is on-site 5 days a week in our DTLA office***

I. PROGRAM SUMMARY

PACE Energy and Environmental Services Department provides Home Energy Utility Bill Payment Assistance, Weatherization and other energy efficiency services to low-income residents of the greater Los Angeles area. These programs provide utility bill assistance and installation of energy saving measures to help improve the energy efficiency, safety and comfort of eligible homes. We are looking for a motivated and customer-service oriented Program & Client Service Specialist to join the team! The individual will be hired under a contract between PACE and the State of California Department of Community Services and Development (CSD) and other funding agencies to implement programs of Low-Income Home Energy Assistance Program (LIHEAP), Home Energy Assistance Program (HEAP), Department of Energy (DOE) Weatherization Assistance Program (WAP) and other programs as needed. Visit our website for more details: https://pacela.org/our-work/energy/

II. ESSENTIAL FUNCTIONS OF THE JOB:

The Program & Client Service Specialist will work closely with the Office Operations Supervisor, other staff, and subcontractors to perform the following duties:

• Review, process, and approve LIHEAP/WX applications and Weatherization agreements submitted by the intake specialists and the subcontractors.
• Verify homeowner/property owner information submitted by clients to ensure program compliance.
• Effectively communicate with PACE and subcontractors’ intake specialists to ensure program compliance.
• Inform all intake specialists of any program changes regarding eligibility guidelines and program requirements.
• Track, review, and submit intake commission reports for payroll processing.
• Be the main point of contact for client’s issues and complaints and respond to them in a timely and professional manner.
• Maintain the department complaint log in accordance with CSD guidelines to ensure all complaints are followed up and resolved
• Enter and process all field staff timesheets into Proliant/Payroll System to ensure time is allocated to the correct/appropriate contract.
• Review and prepare monthly field staff’s labor hour adjustments, as needed, to ensure payroll records match the monthly report submission.
• Contact clients as needed, to ensure positive client relations, support/follow program protocols concerning quality control, verify application information and documentation accuracy to ensure program eligibility.
• Input field staff’s timesheets into ServTraq’s database to ensure all installed measures and labor hours are accurately reported.
• Stay on top of contract requirements, eligibility guidelines, and agency requirements to maintain the intake compliance by regularly reviewing CSD materials and updates such as CPNs and contract addendums.
• Provide information to clients regarding general program information, eligibility requirements and application status.
• Attend meetings and webinars conducted by CSD and other related entities.
• Perform all other related duties as may be assigned from time to time.
• Work schedule may involve after hours and/or weekend assignments, as needed by the program.

III. QUALIFICATIONS, EXPERIENCES AND SKILLS:

• Minimum High School Diploma/GED required, Associates Degree or higher desirable
• Proficient knowledge of office systems and procedures, popular computer software programs (Word, Excel, Access, Outlook, etc.) and ability to use these programs in organizing work, prioritizing tasks and producing expected output/reports.
• Verifiable experience or knowledge in data entry/database programs and/or formal office work that require processing, evaluation/review and generation/preparation of reports.
• Knowledgeable of or background in accounting principles and methodologies in preparation of program reports, a plus.
• Great customer service experience.
• Patient, results oriented, work-focused, able to think out of the box.
• Well-organized, results-oriented and quick to learn after careful instructions.
• Capable of handling multiple projects/tasks and preparing/providing required output/reports in a timely manner.
• Fluent in oral and written communication; Bi-lingual skills a plus
• Ability to manage large workload in a fast-paced office environment and produce needed results.
• Ability to work in a team setting but can independently pursue special assignments, as needed.
• Can work after hours or on weekends, if needed.

IV. SPECIAL REQUIREMENTS:

• Must pass employment background verification.
• Must pass a pre-employment physical examination that includes drug and alcohol testing.
• Must have a valid California Driver’s License, reliable transportation and adequate automobile insurance coverage for the duration of employment with PACE.

V. PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is often required to reach with hands and arms and stoop, kneel, crouch, or crawl. The employee must regularly stand and walk. The employee must be able to lift and/or move at least 25 pounds. Specific vision abilities required by this job include close vision, color vision and ability to adjust focus.