Client Services Associate

Overview

Client Services Associate

Department: Climate Equity and Impact

Employment Type: Permanent - Full Time

Location: Downtown Boston - Tremont Street

Description

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

• A minimum of a high school diploma or equivalent and up to 12 months of work experience required.
• Experience in energy efficiency and/or multi-family low-income housing helpful
• Experience in grant program management and/or customer service a plus
• Experience with Microsoft Access and Excel or at least a high degree of comfort with databases and spreadsheets required
• Must have good communication skills by phone and email
• Flexibility, initiative, and ability to work in a team
• Ability to deal sensitively and effectively with individuals of diverse economic and cultural backgrounds
• Bilingual skills are preferred but not required.

Why Work Here

• Make a Difference: Every day, your work directly impacts the lives of thousands in the Greater Boston community, empowering them and making positive, lasting change.
• Inclusive Environment: ABCD values the diversity of its workforce, with an inclusive culture that respects individuality and promotes collaboration.
• Continuous Learning: We offer numerous training and development opportunities, ensuring our staff remain at the forefront of community action methodologies and strategies.
• Comprehensive Benefits: At ABCD, we take care of our own, providing a competitive benefits package, including health coverage and retirement plans.
• A Legacy of Impact: Join an organization that boasts a legacy spanning over half a century, consistently championing the rights and needs of our community's most vulnerable.
• Teamwork & Camaraderie: Be a part of a passionate team, united in their mission to combat poverty, and ensure every individual can reach their fullest potential.

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