Receptionist

Receptionist For Energy & Environmental Services

The Receptionist for Energy & Environmental Services serves as the first point of contact for all clients seeking assistance through PACE's energy programs. This position manages a high volume of incoming calls and walk-in clients daily, with a primary responsibility to identify and triage urgent situations including utility disconnection notices and Energy Crisis Intervention Program (ECIP) emergencies and route them promptly to the appropriate staff for handling. The Receptionist must be knowledgeable about all Energy & Environmental Services programs, including HEAP, DOE Weatherization, LIHEAP Weatherization, and ECIP, in order to accurately assess client needs, provide program information, and ensure clients are directed to the right resources without delay. In addition to call management and client intake, this position supports the department with client record look-ups in ServTrack, data entry, filing, and a variety of administrative tasks essential to the smooth operation of the department. This position also serves as backup coverage for the Lead Receptionist during breaks, lunches, and absences, and assists with daily mail sorting and distribution for the department.

Working relationships include reporting directly to the Energy & Environmental Services Manager or designated Program Supervisor, serving as backup to the Lead Receptionist during breaks, lunch periods, and scheduled or unscheduled absences, working closely with all Energy & Environmental Services program staff including HEAP Intake Specialists, Weatherization Coordinators, ECIP Case Handlers, and DOE program staff, coordinating with the Lead Receptionist to maintain consistent front-line service standards across PACE, interacting daily with low-income clients, seniors, individuals with disabilities, and community members seeking urgent energy assistance, communicating with utility companies as needed to support client service and verification processes, and collaborating with PACE administrative staff on data entry, filing, and departmental record-keeping.

Major responsibilities and duties include managing a high volume of incoming calls for the Energy & Environmental Services Department, accurately assessing the nature and urgency of each call, identifying clients with emergency needs, providing callers with accurate, up-to-date information about PACE Energy programs, screening and scheduling client appointments, maintaining a detailed and accurate call log, greeting and assisting walk-in clients, managing client wait times, recognizing and prioritizing clients presenting with utility emergency situations, promptly notifying the appropriate ECIP staff or supervisor, collecting and documenting preliminary client information, maintaining working knowledge of ECIP eligibility criteria, serving as the designated backup for the Lead Receptionist, assisting with the daily sorting and distribution of incoming mail, supporting the preparation of outgoing departmental mail, performing client look-ups in ServTrack, entering new client intake data, assisting program staff with updating client records, maintaining an organized physical and electronic filing system, ensuring all incoming client documentation is properly sorted, retrieving and preparing client files, assisting with periodic file audits, tracking and logging the receipt of required client documentation, providing general administrative support, assisting with preparation and distribution of program materials, monitoring and maintaining inventory of department office supplies, supporting department staff with scheduling, calendar management, and meeting preparation, and assisting with special projects and departmental initiatives.

Compensation is hourly $21.00-$22.00 plus excellent benefits. Applicants must complete a PACE application. Resumes are not accepted in lieu of application materials. Position open until filled.

Qualifications, experience, and skills include a high school diploma or equivalent required, minimum of 12 years of experience in a receptionist, customer service, or administrative support role required, prior experience in a high-volume call center, social services agency, utility assistance program, or community-based nonprofit organization strongly preferred, experience working with low-income individuals, seniors, individuals with disabilities, and diverse, multicultural communities preferred, familiarity with energy assistance programs such as HEAP, LIHEAP, ECIP, or DOE Weatherization is a plus, demonstrated ability to manage high call volumes and a fast-paced front desk environment with composure and professionalism, strong triage and problem-solving skills, experience with ServTrack or similar client case management / database systems is highly preferred, proficiency in Microsoft Office Suite required, excellent verbal communication skills, strong data entry skills with high attention to accuracy and detail, ability to handle emotionally sensitive client situations with empathy, patience, and professionalism, broad familiarity with all PACE departments and programs, strong organizational and time management skills, bilingual or multilingual ability is highly preferred, and commitment to PACE's mission of advancing economic equity and providing essential services to underserved communities in Los Angeles.

Special requirements include passing employment background verification, a pre-employment physical examination that includes drug and alcohol testing, valid proof of education degree and/or relevant coursework, a valid California Driver's License, reliable transportation, and adequate automobile insurance coverage.

Physical demands include sitting for extended periods, operating a telephone, computer keyboard, and office equipment, talking and hearing clearly, maintaining focus and efficiency during sustained high call volume periods, lifting and/or moving documents, files, or office supplies up to 20 pounds, and regular in-person attendance.