Spectrum Community Services enhances the quality of life for older adults and residents experiencing low income in Alameda County. For over 50 years Spectrum has continually developed and adapted our programs to meet the ever-changing, real needs of our community. These programs currently are: Low Income Home Energy Assistance (LIHEAP), Weatherization (WX), Fall Prevention, (senior injury prevention), and a Senior Nutrition Program including Meals on Wheels (home-delivered) and Senior Meals (congregate).
The Customer Service Representative is a bilingual, client-facing position responsible for screening, reviewing, certifying, and processing applications for Spectrum’s Low Income Home Energy Assistance Program (LIHEAP) and Weatherization Program (WX) in accordance with Federal and State eligibility guidelines. This position gathers and evaluates household and utility information to determine program eligibility, accurately processes and maintains confidential client records, and communicates with clients in both English and the required second language throughout the application process. The Customer Service Representative provides empathetic, professional, and equity-focused customer service, connects clients with appropriate Spectrum programs and services, and represents Spectrum at community outreach and intake events. LIHEAP and WX are publicly funded (federal and county) programs that are contracted and administered by the State of California’s Department of Community Service and Development (CSD) and the County of Alameda. Some evening and weekend work will be required when necessary.
We strongly encourage you to apply if you are from a marginalized or underrepresented group. Some candidates may see a long list of job requirements and feel discouraged because they don’t match every single bullet pointwe suggest, please apply anyway. We don’t believe in a “perfect” candidateif you believe this is a role that you’ll be excited to work in every day, want to be a part of a culture like ours, and show aptitude to learn while doing, please apply.
Primary Responsibilities
- Screen clients for program eligibility, review applications for required documentation, and certify applicants according to Federal and State eligibility guidelines.
- Gather and review required household data for program eligibility, including but not limited to income documentation and utility bills.
- Analyze utility billing statements to determine amounts and sources of monthly costs.
- Phone duties include answering inbound calls, placing outbound calls to provide verbal communication to clients, documenting inbound voicemails in our CRM software, directing clients to appropriate Spectrum programs and services, and providing timely, professional customer service over the phone.
- Coordinate, and represent Spectrum, at community outreach and intake events.
- Process and accurately archive Utility Assistance applications and any other UA documents using our CRM software.
- Ensure complete protection and confidentiality of all client data.
- Provide excellent customer service with an empathetic approach while facilitating our needs-based, equity-focused operations.
- Maintain accuracy and thoroughness when processing utility assistance applications and when following policies and procedures within the Energy Department’s Utility Assistance Division.
- Pick up inbound mail from the Post Office.
- Process inbound and outbound client mail, including applications, required notifications, and other program-related documents.
- Attend required staff meetings, 1:1 meetings with manager, training sessions, and special events, both in person and virtually.
- Work with Spectrum’s Information Technology specialists to resolve technical issues and maintain Spectrum-owned electronic equipment.
- Perform other duties as assigned.
The minimum qualifications, physical demands and work environment characteristics described below are representative of those that must be met or will be encountered by an employee while performing the primary responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary responsibilities.
We Need Someone Who Has:
- Complete ability to read, speak, and write English + Spanish, Vietnamese, Mandarin, and/or Cantonese fluently.
- Excellent customer service skills, including demonstrated cultural competency and experience serving Black, Asian and Pacific Islander (API), Latine, and other historically underserved communities.
- Ability to communicate respectfully and effectively with clients from diverse cultural backgrounds, communication styles, and language varieties, including providing trauma-informed customer service to those experiencing immediate or ongoing challenges.
- Well-organized, self-directed, and highly motivated.
- Mindful handling of sensitive and confidential information.
- Clear and concise oral communication skills.
- Solid writing skills and documentation knowledge.
- Results-oriented problem solver.
- High proficiency in Google Workspace (i.e.: Google Docs, Sheets, Mail), Zoom, Microsoft Docs, Canva, social media and Internet searches.
- Ability to be trained to drive a full-sized van with excellent proficiency.
- Must have own transportation for use on the job, valid California Driver’s License, Auto Insurance and DMV record that is acceptable to Spectrum and Spectrum’s Insurance carrier.
Nice to Have:
- Government contract compliance experience
- Experience working for a LIHEAP provider
- Experience using ServTraq CRM software
- Strong business-to-consumer service orientation
- Strong desire to work in the non-profit sector as well as interest in energy conservation and social service programs
- Valid CPR and First Aid certification prior to start date (otherwise must be obtained within 6 months of hire). Certification must be from an accredited provider recognized by the organization (e.g., Red Cross, American Heart Association).
- High School Diploma/GED
Physical Demands
- While performing the duties of this job the employee is regularly required to sit, stand, and move from one area to another
- Finger dexterity for activities such as typing, use of the computer mouse, computer usage, grasping, and other repetitive motions
- The employee is occasionally required to bend, reach, lift, and relocate items weighing up to 10 lbs
- Vision abilities required include close vision, distance vision, and ability to adjust focus
Work Environment
- Mostly indoor work with some offsite outreach events
- Temperature-controlled office environment
- Typically quiet in the office
- Travel in Alameda County when needed
Vaccination Policy
To protect the health and safety of our team, clients, and community, vaccination against Influenza is mandatory for this role, while COVID vaccination is highly encouraged. Given the nature of this position, which involves working closely with vulnerable populations and interacting with the public, vaccination helps minimize the risk of preventable diseases and ensures a safe work environment. Employees who are not vaccinated due to medical or religious exemptions are required to wear a 3-Ply surgical mask, KN94, KN95, or N95 mask at all times while at work, including during interactions with clients and the public, from November 1 to April 30. 3-Ply surgical masks, KN94, KN95 or N95 masks will be required to be worn, regardless of vaccination status, in client-facing situations from November 1 - April 30.
Founded in 1971, Spectrum Community Services is a registered, private non-profit organization that assists low-income individuals, families, and seniors in their efforts to live independently. We offerin partnership with local service organizationsa wide variety of community programs and services. Our long history of family tutorials and community outreach has advanced our mission of promoting our clients’ financial sustainability and improving the overall quality of their lives.
