Receptionist Nonprofit

Position: Receptionist

Compensation Range: $20.00 to $20.00 hourly plus excellent benefits

Schedule: Full-time, non-exempt, On-site in our DTLA HQ Office

The Receptionist for PACE Energy will serve as the first point of contact for all clients seeking assistance through PACE’s energy programs. This position manages a high volume of incoming calls and walk-in clients daily, with a primary responsibility to identify and triage urgent situations — including utility disconnection notices and Energy Crisis Intervention Program (ECIP) emergencies — and route them promptly to the appropriate staff for handling.

The Receptionist must be knowledgeable about all Energy & Environmental Services programs, including HEAP, DOE Weatherization, LIHEAP Weatherization, and ECIP, in order to accurately assess client needs, provide program information, and ensure clients are directed to the right resources without delay. In addition to call management and client intake, the Receptionist supports the department with client record look-ups in Serv Track, data entry, filing, and a variety of administrative tasks essential to the smooth operation of the department.

The Receptionist also serves as backup coverage for the Lead Receptionist and assists with daily mail sorting and distribution for the department. This is an excellent opportunity to build a fulfilling career while making a real difference in the community.

• Manage a high volume of incoming calls for the Energy & Environmental Services Department, responding to client inquiries with professionalism, patience, and efficiency.
• Accurately assess the nature and urgency of each call, identifying clients with emergency needs such as imminent utility disconnections or shut-offs.
• Triage and immediately route ECIP (Energy Crisis Intervention Program) clients and households facing utility disconnection to the appropriate staff member or specialist for expedited handling.
• Provide callers with accurate, up-to-date information about PACE Energy programs — including HEAP, ECIP, DOE Weatherization, and LIHEAP Weatherization — eligibility requirements, required documentation, office hours, and application procedures.
• Screen and schedule client appointments for HEAP intake, weatherization assessments, and other program services in accordance with program capacity and staff availability.
• Maintain a detailed and accurate call log, documenting client inquiries, emergency referrals, and follow‑up actions as required.
• Greet and assist walk‑in clients, determine the nature of their visit, and direct them to the appropriate staff in a timely and courteous manner.
• Manage client wait times at the front desk and communicate anticipated wait times clearly and respectfully.

• Recognize and prioritize clients presenting with utility emergency situations, including final disconnect notices, active shut‑offs, or heating/cooling emergencies.
• Promptly notify the appropriate ECIP staff or supervisor when an emergency client situation is identified, ensuring no urgent case is delayed.
• Collect and document preliminary client information (name, address, utility account details, nature of emergency) prior to handoff to program staff to expedite the intake process.
• Maintain working knowledge of ECIP eligibility criteria and program limitations to accurately set client expectations while ensuring appropriate referrals are made.
• Follow established protocols for prioritizing and escalating emergency cases in accordance with department policies and funder requirements.
• Serve as the designated backup for the Lead Receptionist during scheduled breaks, lunch periods, and any planned or unplanned absences to ensure continuous front desk coverage for PACE.
• While serving in the backup role, assume all primary receptionist responsibilities including answering and routing all incoming PACE calls, greeting walk‑in visitors, and providing general information about all PACE departments and programs.
• Maintain familiarity with PACE’s full range of departmental programs — Employment, Education (Head Start), Business Development, Energy, Housing,…