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Client Services Coordinator - SCSC
Requisition Number:2022-EN/FU-001
Department:Energy
Employee Type:Regular
Hours Per Week:35
  

Overview:

Action for Boston Community Development 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. 

The Statewide Client Services Center (SCSC) is responsible for providing intake services for single family program projects implemented and overseen by ABCD in the Boston, Brookline and Newton geography, as well as state-wide Lead Vendor implementation, conduct outbound outreach calls, and coordinate referrals between programs, CAP agencies, vendors and other efficiency programs. The Client Services Coordinator - SCSC is responsible for assisting the Statewide LEAN website and call center. Along with the below duties, the role is central in managing the referrals from outside vendors and agencies, including MassSave, Community First Partnership, Home Performance Contractors and market rate Lead Vendors.

Duties include: 

  • Oversee coordination with MassSave Community First Partnership Program, including engaging with CFP lead vendor.
  • Manage referrals and oversight of Mixed Income Protocol. Manage NCAP referrals in Boston, Brookline and Newton.
  • Transfer new application into database.
  • Connect clients and make referrals to appropriate CAP agency and/or program.
  • Work with Client Services Associates to manage, track and report on all referrals.
  • Develop and improve referral process and platform on Monday.com.
  • Maintain and update application records in 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; and develop client communication materials and templates in Spanish & Portuguese.
  • Communicate with single family and multifamily applicants and potential applicants: field phone calls and inquiries; notify new applicants when application is received; request more information as needed; request affordability documentation; notify applicants when approved/denied; and perform past service check on new applications.
  • Coordinate statewide outreach effort 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 client referrals.
  • Review affordability/individual client income documentation.
  • Take notes during meetings if requested, and maintain electronic and paper files.
  • Coordinate with Program Director on all tasks.
  • Perform other related duties as assigned from time to time.

Job Qualifications:
  • Minimum of a high school diploma or equivalent and at least three years of professional 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.
  • Good communication skills by phone and email required.
  • Ability to speak Spanish helpful.
  • Flexibility, initiative, and ability to work in a team required.
  • Ability to deal sensitively and effectively with individuals of diverse economic and cultural backgrounds.

Why ABCD?

  • Make an impact on the community
  • Free professional development opportunities and trainings
  • Health and Dental Insurance
  • Long-term and Short-term Disability Insurance
  • Life Insurance
  • 403B Retirement Plan with employer match and vesting
  • Paid Time Off
  • 13 Observed Holidays