Energy Assistance Customer Service and Program Manager

Title: Energy Assistance Customer Service and Program Manager Hours: Full-Time Classification: Exempt Location: Minneapolis. (regular travel to Bloomington and Brooklyn Park locations as needed) Salary Range: $56,576 to $72,000/year Direct Reports: 15 FTE Reports to: Director of Energy Assistance Position Summary The Energy Assistance Customer Service Program Manager is responsible for overseeing and managing the Intake & Referral side of the Energy Assistance Program. They ensure that the Intake & Referral Specialists provide excellent customer service to our clients and resolve client issues in a timely and professional manner. They are responsible for making sure that all of the agency locations and the call center are adequately staffed to assist clients. Additionally, they analyze customer service feedback and implement strategies to improve the client experience. In addition, the Energy Assistance Customer Service Program Manager is also responsible for overseeing and managing the Document and Data Management side of the Energy Assistance Program. They ensure that all online applications are in the Laserfiche software system and that the correspondence from clients (mail, email, faxes, walk-ins) are in the system and that Data Entry has been completed in a timely manner for all applications received. Key Responsibilities Supervision (30%) Identify staffing needs, hire, train, develop and supervise Intake & DDS staff Monitor Intake and DDS staff performance and provide feedback for improvement Oversee the daily workflow of the Intake & DDS staff Manages performance including Coaching, Counseling and Progressive Discipline up to termination of Intake & DDS employees in accordance with company policy Conduct annual employee reviews for Intake & DDS staff Conduct six-week check-ins with Intake & DDS staff Conduct twice monthly Intake and DDS meetings Conduct quarterly training sessions for team members on best practices of customer service Monitor and approve timecards for Intake & DDS staff Customer Service (20%) Oversee professional communication with clients and staff Ensure that questions are answered timely and effectively Monitor customer service interactions for empathy and consistency Organizational Operation (20%) Implement and refine customer service policies and procedures for Intake Implement and refine Document & Data policies and procedures Ensure that the call center and locations are staffed and calls are answered and walk in clients are served Develop training materials Ensure all mail is processed in a timely manner per program policy (mail, email, faxes) Ensure all voicemails are assigned to Intake staff and returned within 24 hours Implement and refine workflow for Document & Data Specialists Coordinate and ensure all transfers & refunds are processed in a timely manner Ensure all online applications are accepted and moved into the Laserfiche system within 24 hours Administration (20%) Establish and monitor key performance indicators (KPIs) for customer service operations using data to drive decision making Create reports and analyze customer service data to identify trends and areas for improvement Analyze customer feedback and implement strategies to improve client experience Handle escalated client issues and ensure timely resolution Process Safe-At-Home, Employee & Board member applications Assign files in the Laserfiche Workflow to Staff daily based on the Crisis Triage Monitor agreements, relationships, and compliance with vendors including negotiations, information gathering, and communications. Assure Unity Phone System is operational Liaison contact between Unity Phone System & Organization Collaborate with Leadership on departmental strategic goals and work plan goals Collaborate with Department Leadership on budgeting Collaboration (10%) Collaborate with other departments to improve overall customer experience Stay updated on customer service technologies to continually enhance the client experience Attend collaborative meetings (EAP Leadership, CAPHC All Staff Meetings, Annual EAP Training Participate in Outreach Events Participate and provide input into annual return to work training for staff Participate and provide input into annual next year planning Communicate and develop working relationships with other social service providers Other duties as assigned to further the goals of the organization in alignment with CAP-HC’s mission Minimum Qualifications Travel Local travel throughout Hennepin County for partnership networking and outreach events Local travel throughout Hennepin County between CAP-HC office locations Travel overnight to St. Cloud annually for annual training Valid Driver’s License and proof of insurance is required Education Bachelor’s degree in social services or related field. 5-7 years of relatable experience may be considered in lieu of a degree. Experience Minimum of 3 years of relatable experience Experience in management and supervision Experience in a non-profit environment is strongly preferred. Experience in budget management preferred Experience in strategic planning preferred Skills Analytical and problem-solving skills with strong sense of judgement in making decisions Excellent communication and interpersonal skills Strong leadership and team management abilities Ability to multitask with strong organizational skills and the ability to prioritize Ability to establish work priorities for self and others Strong customer service skillset with the ability to actively listen and show empathy Ability to train others to deliver exceptional customer service to clients Proficient in Microsoft Office, Word, Excel, PowerPoint, SharePoint & Teams Proficient in eHEAT Software System Proficient in Laserfiche Software System Proficient in Call Center Software Key Competencies Commitment to the organization’s mission and values Cultural competency and inclusive leadership Ethical decision-making Problem-solving and adaptability Empathy and active listening Independence of action Work Environment and Expectations Physical Requirements. Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances. Exerting up to twenty-five pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. The employee is required to have close visual acuity to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. A hybrid work schedule may be available after 90 days. Regular travel/commuting locally; reliable transportation. Occasional evenings and weekends. Enjoys working with people in a helpful and supportive manner. Friendly, dependable, and flexible. Self-directed, initiative-taking, and responsive. Perform all duties completely, efficiently, and accurately. May require extended hours during key initiatives or events. Additional Details Benefits available include Medical, Dental, Vision, Retirement, STD, LTD, PTO and twelve paid holidays.