Client Services Associate

The Statewide Client Services center is the centralized branch of our Low-income Energy Affordability Network (LEAN). Through the LEAN Network, we provide phone & online communication services for residents in Massachusetts interested in our Energy Conservation Programs. The Client Services Associate supports the Statewide LEAN website and call center by responding to client inquiries, assisting with application processes, and supporting overall call center operations.

Key Responsibilities:

• Transfer new applications into the database.
• Connect clients and make referrals to appropriate agencies or programs.
• Maintain and update application records in the database.
• Run queries and generate reports as requested.
• Engage LEAN Single Family Website including:
  • Live chat functions engagement with clients.
  • Case study updates for website and public dissemination
  • Lead origination, outreach, and outbound marketing calls.
  • Monitor Google Analytics dashboard.
• Communicate with single-family and multifamily applicants and potential applicants:
  • Field phone calls and inquiries.
  • Notify new applicants when an application is received.
  • Request more information as needed.
  • Request affordability documentation.
  • Notify applicants when approved/denied.
  • Perform past service checks on new applications.
• Coordinate statewide outreach efforts in Lead Vendor capacity.
• Communicate with vendors and utilities as needed.
• Track client process through marketing lifecycle.
• Coordinate Cap engagement on follow-up and completion of client referrals.
• Review affordability/individual client income documentation.
• Take notes during meetings if requested.
• Maintain electronic and paper files.
• Coordinate with the Program Director on all of the above.
• Perform other related duties as assigned from time to time.

Skills, Knowledge and Expertise:

• A minimum of a high school diploma or equivalent and up to 12 months of work experience required.
• Experience in energy efficiency and/or multi-family low-income housing helpful.
• Experience in grant program management and/or customer service a plus.
• Experience with Microsoft Access and Excel or at least a high degree of comfort with databases and spreadsheets required.
• Must have good communication skills by phone and email.
• Flexibility, initiative, and ability to work in a team.
• Ability to deal sensitively and effectively with individuals of diverse economic and cultural backgrounds.
• Bilingual skills are preferred but not required.

ABCD is a nonprofit human services organization that each year provides more than 100,000 low income residents in the Greater Boston region with the tools and resources needed to transition from poverty to stability and from stability to success.To fulfill this purpose, ABCD uses a comprehensive approach that systematically addresses the range of barriers faced by households in poverty, from day-to-day crises to long-term needs for jobs and education.