Customer Service Representative

Job Title

Customer Service Representative

Our vision is to break the cycle of poverty one neighbor at a time. Through safety-net services and asset building solutions, Worcester Community Action Council (WCAC) creates economic mobility opportunities for tens of thousands of people annually through programs such as energy assistance, early education and care, financial empowerment, positive youth development, and career pathways. WCAC serves 45 towns in Central and South-Central Massachusetts with offices located in Worcester, Southbridge, Webster, East Brookfield, and Leicester. We are a team of 130 employees and an annual budget of approximately $40 million. We are committed to a workplace culture with a shared passion for our vision that promotes teamwork, respect, and the opportunity to make a difference.

WCAC provides on-the-job training and professional development opportunities. As well as an excellent benefit package with no waiting period to enroll in health, dental, vision, life/LTD, and 403(b) retirement plan. Generous paid holiday calendar, vacation, personal and sick time. In addition to fair and transparent pay practices, we offer an additional pay differential to bilingual employees.

Position Summary

WCAC has contracts with the Department of Energy (DOE) and the major local utility companies to install energy conservation measures in eligible homes. The Customer Service Representative serves as the primary point of contact for WCAC Energy programs, providing courteous, empathetic, and accurate assistance to clients, visitors, and callers. This role is responsible for responding to general program inquiries, collecting and entering client information, managing phones and reception duties, coordinating referrals, while ensuring timely follow-through and collaborative team support. For more information please see attached job description - Energy Customer Service Rep Job Description.pdf

Requirements

Research shows that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WCAC we are dedicated to building a diverse, equitable, and inclusive workplace so if you are excited about this position, but don't meet all of the qualifications, we encourage you to apply anyways.

• High School Diploma or HiSet equivalent required.
• Strong communication skills and experience dealing with customers in person preferred.
• Ability to provide excellent customer service when processing incoming and outgoing calls for the agency and greeting visitors and clients.
• Excellent organizational skills and ability to manage multiple priorities simultaneously.
• Ability to speak Spanish or other languages, a plus.
• Ability to use standard office equipment such as copy or fax machine, mail machine and folding machine (training provided).

Other Requirements:

• Ability to successfully complete a National Grid's background check process, including drug screen.

Worcester Community Action Council, Inc. is committed to a policy of equal employment opportunity to all qualified employees and applicants for employment without regard to race, color, sex, age, national origin, religion, physical or mental ability, pregnancy or pregnancy related condition, sexual orientation, gender identification, genetic information, membership in the uniformed services or any other classification which is protected under state or federal law.