Remote 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.