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Job DetailsLevel: ExperiencedJob Location: HEAP - Cleveland, OHPosition Type: Full-Time 52 WeeksEducation Level: 2 Year DegreeSalary Range: $16.78 - $23.10 HourlyJob Shift: Monday - Friday (8:00am - 5:00pm)Job Category: Nonprofit - Social ServicesPurpose of Classification:The purpose of this position is to manage appointment-based services within the Energy Assistance Services department.Essential Functions:The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is a similar, related, or logical assignment for this classification. Other duties may be required and assigned.Oversees energy assistance services that require an appointment to complete an application; typically, crisis-based services for reconnections, prevention of disconnects, shut-off notice interference, bulk fuel and cooling equipment.Supervises staff responsible for appointment-based services, including Customer Service Team members, and manages appointment fulfillment and related application processing.Manages scheduled appointments at various locations throughout Cuyahoga County during EAP crisis periods.Coordinates online application software programs and the collection of customer documentation such that customers are assisted efficiently and effectively.Serves as knowledge leader about emergency-based assistance.Provides excellent customer service to program participants and accurately respond to inquiries about the program.Collects, analyzes and makes extensive use of data in operational decision-making and program planning.Manages customer appeals for crisis services.Manages customer concerns and complaints.Trains staff and monitors performance for compliance purposes and adherence to funding requirements. Consistently promotes best practices.Additional Functions:Planning and development of projects.Making operational and process decisions.Solving problems creatively.Organizing and delegating assignments to team members.Exceptional attention to detail and time management skills.Prepares various documents, logs, signin sheets and records; complaint documentation; and, statistical customer information for reporting purposes.Attends agency meetings and professional development trainings, conferences and seminars as needed to increase skills and abilities to perform position effectivelyPerforms other related duties as required. Minimum Qualifications:Associates degree in a related field with a minimum of three (3) years experience delivering benefits assistance required. Bachelors degree preferred.Additional Requirements/Conditions of Employment:Successful results of pre and continued employment assessments including fingerprinting, drug testing, medical examinations and background check(s).Step Forward is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Agency will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. #J-18808-Ljbffr