Customer Service Representative

Job Description

Job Description

We are looking for a Customer Service Representative to support a high-volume seasonal energy assistance program in Blaine, Minnesota. This Long-term Contract position focuses on helping applicants complete required paperwork, reviewing submissions for accuracy, and providing compassionate service in a fast-paced office setting. The role involves both front-desk interaction and back-office application support, with a strong emphasis on timeliness, professionalism, and careful review of eligibility details.

Responsibilities:
• Review and process energy assistance applications while ensuring information is complete, accurate, and properly documented.
• Evaluate household details such as income and family composition to determine whether submissions meet program guidelines.
• Assist walk-in visitors at the reception area by answering questions, guiding them through forms, and providing clear next steps.
• Respond to applicant inquiries in person and by phone regarding application status, missing documents, and eligibility requirements.
• Maintain steady productivity in a busy environment with daily application volume and strict response timelines.
• Communicate difficult decisions with empathy and professionalism when applicants are ineligible or have incomplete documentation.
• Rotate between front-desk coverage and back-office processing duties based on team needs.
• Track outstanding items and follow up on incomplete applications within required program deadlines.• Previous customer service experience in a fast-paced office, call center, or public-facing environment.
• Strong attention to detail with the ability to review forms and identify missing or inconsistent information.
• Basic math skills for verifying income-related details and supporting eligibility review.
• Experience with data entry, order entry, or processing administrative paperwork.
• Ability to manage challenging conversations calmly and respectfully while maintaining a helpful attitude.
• Comfortable assisting walk-in customers as well as handling inbound and outbound phone communication.
• Strong organizational skills and the ability to meet deadlines in a high-volume workload.
• Demonstrated empathy and professionalism when supporting individuals seeking assistance.