Office Specialist II - Bilingual

Office Specialist II - Bilingual Required

The Energy Services Office Specialist II is responsible for answering multiline telephones, screening callers for eligibility, greeting clients and providing paperwork, and reviewing incoming applications. The Office Specialist II will utilize computers to gather client information, reports and emails, and will be responsible for processing and delivering mail.

The requirements listed below are representative of the knowledge, skill, and/or ability required.

Education and/or Experience

• High School Diploma or General Education Degree (GED).
• Three years of client intake, reception, or related experience.
• Equivalent combination of education and experience may be considered.
• Experience working with diverse populations in crisis is preferred.

Certificates, Licenses, Registrations

• Candidate must pass pre-employment and random drug/alcohol screenings.

Knowledge, Skills, and Abilities

• Some knowledge of accessing community resources is preferred but not required.
• Demonstrates intermediate abilities with Microsoft Office (Excel, Teams, Outlook, Word) and other databases are required.
• Ability to effectively communicate in both oral and written form.
• Ability to clearly explain procedures and eligibility requirements to clients.
• Demonstrates tact, diplomacy and empathy when communicating with those in stressful conditions.
• Bilingual English – Spanish/Russian capabilities required. To qualify as bilingual, staff must possess demonstrated abilities to speak, read and write fluently in English and Spanish/Russian, and pass a pre-employment bilingual proficiencies test.

• Greets and assists incoming guests, as needed.
• Thoroughly explains eligibility requirements to qualify for services to potential clients.
• Remains current on services and funding source changes.
• Answers incoming calls, as needed. Explains application directions and the request process to clients.
• Collects identification, proof of income, utility bills, benefit information, and other necessary information to determine eligibility from clients.
• Utilizes OPUS database to create client files and verify client information needed to determine eligibility.
• Follows up with clients by phone or email if additional information and/or documents are needed.
• Monitors and reviews incoming digital applications via the website.
• Reviews pending applications for completion.
• Occasionally communicates payment commitments to the utility companies, sending complete and accurate documentation in communications.
• Works closely with team members to gather and share information regarding changes to process, status of pending client applications, and best practices in the office.
• Works with other members of the Energy Services team to process applications, communicate pertinent information, problem-solve common roadblocks, and communicate with clients as needed.
• Validates all steps of the eligibility process and promptly corrects clerical or financial errors, communicating issues and resolutions to all appropriate parties.
• Effectively utilizes time to complete applications. Assists coworkers as able.
• Maintains organized and accurate documentation in accordance with State and Federal regulations and guidelines.
• Retains ongoing program updates and applies those updates in daily client assistance.
• Maintains organized and accurate documentation and work area.
• Performs all duties with client-centered mode of service.
• Complies with MWVCAA safety and personnel policies, including punctuality and attendance.
• Establishes and maintains effective working relationships with team members, clients and community partners.
• Respects the confidentiality of all agency, program, coworker and client information.
• Works as a team with the other Office Specialists to cover the front desk during breaks, lunches, and busy times, and provides front desk coverage in the absence of the assigned Office Specialist.
• Assists with intake of walk-in clients during peak times at the beginning of the month, in order to assure a smooth and consistent office workflow.

There are no supervisory duties in this position.

• Specific vision abilities required by this job include close vision and ability to adjust focus.
• Regularly lift and/or move 10 pounds and occasionally lift and/or move up to 25 pounds.
• Manual dexterity for handling office equipment.
• Maintains calm dispositions and regulates emotions when clients, staff, or others may become escalated.
• Regulates emotions and handles pressure of frequent demands for attention, time and work tasks.

• Indoor office environment with frequent interruptions and demands.
• Occasionally exposed to outside weather conditions.
• Noise level in the work environment is usually moderate.
• On-site work is required for this position.

MWVCAA is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual…