Intake Clerk

Job Description

Job Description

Spectrum Community Services enhances the quality of life for older adults and residents experiencing low income in Alameda County.  For over 50 years, Spectrum has continually developed and adapted our programs to meet the ever-changing, real needs of our community. These programs currently are: Low Income Home Energy Assistance (LIHEAP), Weatherization (WX), Fall Prevention, (senior injury prevention), and a Senior Nutrition Program including Meals on Wheels (home-delivered) and Senior Meals (congregate).

The Intake Clerk is responsible for the accurate and timely intake processing of the Energy Department’s applications from its clientele, recording inbound voicemails with client requests, placing outbound phone calls to clients, processing outbound mail, and various clerical office duties that support the success of the Energy Department.

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

• Provide exceptional customer service to all internal and external clients
• Record/update client data using Document Locator and CRM software
• Place outbound phone calls to clients using our CRM’s callbacks list
• Record inbound voicemail details in our CRM
• Maintain confidentiality of client data
• Accurately identify, sort, and process incoming and outgoing mail
• Respond to operational inquiries from colleagues in a timely manner
• Data entry
• Post Office mail pick-up
• Attend required staff meetings, 1:1 meetings with manager, training sessions, and special events, both in person and virtually
• Attend community outreach events as assigned
• Work with Spectrum’s Information Technology specialists to resolve technical issues and maintain Spectrum-owned electronic equipment
• Various clerical office duties
• Other duties as assigned

We Need Someone Who Has:

• 1 year of experience in scheduling, customer service, administrative support, or a related field.
• Ability to communicate respectfully and effectively with clients from diverse cultural backgrounds, communication styles, and language varieties, including providing trauma-informed customer service to those experiencing immediate or ongoing challenges.
• Accurate typing proficiency: 45+ words per minute.
• Strong reading and writing skills, along with effective communication.
• High proficiency in Google Workspace (i.e.: Google Docs, Sheets, Mail), Zoom, Microsoft Docs, Canva, social media and Internet searches.
• Ability to multitask in fast-paced settings.
• Keen attention to detail.
• Mindful handling of sensitive and confidential information.
• Must be able to read, speak and write English fluently with the ability to follow verbal and written instructions in English.
• Must have own transportation for use on the job, valid California Driver’s License, Auto Insurance and DMV record that is acceptable to Spectrum and Spectrum’s Insurance carrier.

Nice to Have:

• Previous non-profit work experience
• Working with underserved and marginalized communities in the greater Bay Area
• Knowledge of energy conservation methods
• Bilingual or Multilingual language skills necessary (Mandarin, Cantonese, Spanish) preferred
• Valid CPR and First Aid certification prior to start date (otherwise must be obtained within 6 months of hire).  Certification must be from an accredited provider recognized by the organization (e.g., Red Cross, American Heart Association)

Physical Demands

This work requires the following physical activities: bending, stooping, kneeling, twisting, reaching, sitting, standing, walking, lifting up to 10 lbs. of material, finger dexterity for activities such as data entry and calculator use, grasping, repetitive motions, speaking and hearing clearly, reading and adjusting vision focus between close and distant objects.

Work Environment

• Mostly indoor work; some outdoor events and classes
• Required to travel between locations by personal vehicle
• Temperature-controlled office environment
• Noise level typically quiet in the office, moderate at partner sites

Vaccination Policy

To protect the health and safety of our team, clients, and community, vaccination against Influenza is mandatory for this role, while COVID vaccination is highly encouraged. Given the nature of this position, which involves working closely with vulnerable populations and interacting with the public, vaccination helps minimize the risk of preventable diseases and ensures a safe work environment. Employees who are not vaccinated due to medical or religious exemptions are required to wear a 3-Ply surgical mask, KN94, KN95, or N95 mask at all times while at work, including during interactions with clients and the public, from November 1 to April 30. 3-Ply surgical masks, KN94, KN95 or N95 masks will be required to be worn, regardless of vaccination status, in client-facing situations from November 1 - April 30.

Founded in 1971, Spectrum Community Services is a registered, private non-profit organization that assists low-income individuals, families, and seniors in their efforts to live independently. We offer—in partnership with local service organizations—a wide variety of community programs and services. Our long history of family tutorials and community outreach has advanced our mission of promoting our clients’ financial sustainability and improving the overall quality of their lives.

Company Description

Founded in 1971, Spectrum Community Services is a registered, private non-profit organization that assists low-income individuals, families, and seniors in their efforts to live independently. We offer—in partnership with local service organizations—a wide variety of community programs and services. Our long history of family tutorials and community outreach has advanced our mission of promoting our clients’ financial sustainability and improving the overall quality of their lives.