Customer Service Rep

Job Description Summary: The Customer Service Representative (CSR) is responsible for reviewing and verifying Office of Home Energy Program (OHEP) applications to ensure accuracy, completeness, and readiness for certification. The CSR provides direct customer service, conducts intake assessments, answers telephones, assists customers at the main office and/or other service locations as needed, performs data entry, supports outreach activities, and assists office staff. The Customer Service Representative position reports directly to the Lead Customer Service Representative and is accountable for the effective performance of all assigned duties. Position Requirements Summary: Education & Experience: Required: High School Diploma or equivalent Valid Maryland Driver’s License Experience: Customer service experience Ability to work independently and manage competing priorities. Technical Skills: Strong math and analytical skills Proficiency in Microsoft Word, Excel, Outlook, and other software applications for data retrieval, spreadsheet creation, and reporting. Ability to accurately enter, retrieve, and analyze data. Professional Standards: Must always maintain confidentiality. Communication Skills: Ability to communicate effectively, appropriately, and professionally in both written and verbal formats with coworkers, supervisors, customers, and vendors. Ability to effectively communicate program requirements and eligibility guidelines. Responsibilities and Duties: Customer Service Conduct client intake interviews and eligibility assessments. Respond to customer inquiries and explain program requirements and eligibility guidelines. Assist customers in crisis situations with professionalism and empathy. Utilize agency and state software systems to provide services. Answer and route telephone calls, provide assistance to customers at the main office and/or other service locations as needed, and ensure a positive customer service experience. Maintain productivity standards established by the State. Application Processing and Data Entry Establish and maintain client records within the State Energy Assistance System. Process applications accurately and timely. Maintain daily intake logs and application records. Enter Requests for Additional Information when required. Record denials and forward documentation to the Certifier. Enter client information for CAP60 and related programs. Eligibility Determination Review and validate required documentation. Verify household income and calculate 30-day income eligibility. Assist applicants in obtaining required documentation. Obtain information from the Maryland CARES database and other approved resources. Make preliminary eligibility determinations. Calculate 12-month kilowatt-hour usage from utility providers. Verify 12-month therm usage for Washington Gas customers. Inform eligible customers about OHEP Arrearage and OHEP Vulnerable Arrearage programs. Scan and upload required documentation into the ECMS system. Verify vendors using State-approved vendor lists. Record crisis information during designated program periods. Modify applications as necessary to ensure completion. Meet the State-required 45-day application processing deadline. Report suspected Intentional Program Violations (IPV) and zero-income cases as required. Outreach and Community Engagement Assist with outreach activities throughout Calvert, Charles, and St. Mary’s Counties. Inform customers about Weatherization and other available assistance programs. Refer customers to community resources when appropriate. Conduct home visits, as necessary. Follow verbal and written instructions while maintaining accurate records. Maintain daily intake logs. Administrative Support Assist office staff with customer service-related activities. Attend weekly staff meetings, training, and professional development opportunities. Perform other duties as assigned. Licenses and Certifications Valid Maryland Driver’s License. Special Requirements State and FBI Criminal Background Check. National Sex Offender Registry Check. Certified Driving Record. Physical examination and TB screening upon hire and as required thereafter. Pre-employment, random, and post-accident drug and alcohol testing. Availability to meet with customers during evenings or Saturdays as needed. Licenses or Certificates: Valid Maryland Driver’s License Special Requirements: State and Federal Bureau of Investigation Criminal Background Check. National Sex Offender Public Registry Check. Physical examination and Tuberculin PPD Tine Test at hire and annually. Pre-employment, random, and post-accident drug and alcohol testing. Current Certified Driver License. Must be available to meet with customers on evenings or Saturdays as needed. Physical Demands: Standard Effort Level: Limited physical effort Requirements:Minimal physical activity Primarily sedentary or light tasks Application Instructions: Applications Accepted By: Mail: SMTCCAC, Inc. – Human Resources Department P.O. Box 280 Hughesville, MD 20637 Online at: www.smtccac.org Required Documents: A Completed application A current resume ⚠️ Incomplete applications or submissions with missing information will not be considered. An Equal Opportunity/Affirmative Action Employer