Client Services Specialist - OHEP Status Provider

Who We AreAt the Community Action Council of Howard County (CAC), we have a mission to diminish poverty and enable self-sufficiency for all Howard County individuals, families, and children in need. We take action towards this mission by focusing on five critical services: housing assistance, food assistance, energy assistance, weatherization assistance, and early childhood education. CAC impacts our local society by changing lives and helping create a pathway through and out of poverty or just providing a hand up when one is needed.Who You AreYou are a compassionate, client-focused professional who thrives in a fast-paced, service-oriented environment. As a Client Services Specialist – OHEP Status Provider at the Community Action Council of Howard County (CAC), you play a key role in ensuring timely, accurate, and empathetic communication with clients navigating energy assistance services. You are often the first point of contact for clients and external partners, making professionalism, patience, and emotional intelligence critical to your success. Your ability to handle sensitive inquiries with care and clarity helps build trust and reinforces CAC’s mission to serve with dignity and efficiency.ResponsibilitiesIn this customer-facing role, you will ensure smooth communication regarding the Office of Home Energy Programs (OHEP) and provide general support for clients and internal teams.Your responsibilities include:Deliver Excellent Customer Service: Greet clients and visitors professionally and warmly, creating a welcoming and supportive atmosphere. Maintain clear, respectful communication and appropriate boundaries.Provide OHEP Status Updates: Respond to all requests for application status updates in a timely and accurate manner. Offer guidance on next steps and direct clients to appropriate resources.Utility Extension Support: Issue 55-day utility extensions when appropriate to prevent service disconnections and ensure clients remain housed and safe while awaiting assistance.Administrative Coordination: Support daily operations by managing phone calls, responding to client emails (especially in the Client Assistance Mailbox), and maintaining electronic records. Manage scanning/uploading of paper documents into CAP60.Appointment Scheduling: Coordinate in-person appointments with Community Workers, as well as the Director or Manager of Client Services, to streamline case management and follow-up.De-escalation & Emotional Intelligence: Use proven de-escalation techniques including active listening, empathy, calm communication, and body language to manage challenging interactions and support clients in distress.Community Engagement: Participate in outreach efforts by distributing informational materials, attending events, and educating the public on CAC’s programs and services.Professional Growth: Attend internal training, team meetings, and development activities to stay informed of program updates and enhance service delivery skills.Flexible Scheduling: Be available to work occasional evening or weekend hours based on client needs and program requirements.Other Duties: Perform additional responsibilities as assigned in support of CAC’s mission and operational goals.Required QualificationsHigh school diploma or equivalent.Minimum 2 years of experience in a high-volume administrative or customer service environment.Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).Ability to manage multiple priorities while maintaining accuracy and professionalism.Strong written and verbal communication skills with the ability to communicate effectively across diverse audiences.Ability to work independently and as part of a team in a dynamic, client-focused environment.Proven discretion in handling sensitive and confidential information.Willingness to work a flexible schedule, including occasional evenings and weekends.Fluency in English (reading, writing, speaking, and comprehension).Preferred QualificationsBilingual in Spanish (highly preferred).Experience working with vulnerable populations or in nonprofit, human services, or government programs.Familiarity with OHEP or other energy assistance programs.What We Offer: CAC BenefitsE-Verify Notice: The Company participates in E-Verify. All new hires must complete Form I-9 and their employment eligibility will be confirmed through the E-Verify system. For more information, please visit: Notice to Applicants: To be considered for this position, applicants must fully complete the application process. Incomplete applications will not be reviewed or considered. Please ensure that all required fields, documents, and information are submitted before the application deadline. #J-18808-Ljbffr Community Action Council of Howard County