Bilingual Customer Advocate / Community Outreach Coordinator

CEI; Providence (RI); Vor Ort; USD 34.000 - 49.000; Vollzeit

Benefits dieser Stelle

Flexible field-based work

Zusammenfassung

CEI is seeking a Bilingual Customer Advocate / Community Outreach Coordinator to engage income-eligible customers at their sites in Rhode Island. You will advocate for customers, coordinate with support agencies, and drive enrollment and engagement in programs designed to manage energy spend volatility.

The role emphasizes building external partnerships, delivering tailored responses, and serving as the customer voice in program design.

Qualifikationen

• Bilingual speaker required/Spanish preferred.
• Bachelor's degree preferred and 3+ years of related customer advocacy experience.
• Demonstrated success in a customer service setting, ideally with low-income customers.
• Knowledge of CSS, customer account management, financial structures, energy management, information systems management, and document management.
• Knowledge of social service programs available to the income-eligible community.
• Knowledge of company operations, policies and practices and industry legislation.
• Proficient in Microsoft Office (Excel, Word, PowerPoint, Access).
• Understanding of low-income program concepts desirable.

Aufgaben

• Work with customers one-on-one for billing, payments, and negotiating payment plans including LIHEAP.
• Develop relationships with internal and external stakeholders to share information on social care opportunities.
• Identify and act on external channels to engage income-eligible customers and promote programs.
• Build relationships with external agencies and empower them to refer low-income constituents.
• Manage and prioritize referrals from multiple channels per policies.
• Develop and manage approaches for special cases with tailored responses.
• Collaborate with internal and external teams to meet requirements and deliver solutions.
• Be the voice of income-eligible customers to inform program design.

Kenntnisse

Bilingual Spanish

Customer advocacy

Communication

Microsoft Office

Ausbildung

Bachelor's degree preferred

3+ years related experience

Tools

CSS

Customer information systems

Excel

PowerPoint

Access

Jobbeschreibung

Back Bilingual Customer Advocate / Community Outreach Coordinator
Other Providence , Rhode Island Contract On-Site Oct 26, 2026

Bilingual Customer Advocate / Community Outreach Coordinator

Location: Rhode Island – Field-Based / Customer Sites
Contract Duration: 11/9/2026 – 11/5/2027
Schedule: 40 hours per week
Pay:$30 per hour + optional medical, dental, vision, and 401(k)
Work Arrangement: The worker will not be reporting to an office location but will instead travel to customer sites on a day-to-day basis.

Job Description

As a Coordinator, you’ll work directly with the company's most vulnerable customers and the various external support agencies and advocacy groups that support them. Your mission will be to improve the lives of these customers through driving awareness of, enrollment in, and engagement around the various tools the company has in place to help income-eligible customers manage the affordability and volatility of their monthly energy spend.

You will also serve as the voice of these customers internally, representing their interests, perspectives and needs as the organization continues to develop its strategies and approaches to better serving income-eligible customers and the programs and offers we put in place to do so.

Position Responsibilities

• Work with customers one on one for billing, payments, negotiating payment agreements, Low Income Heating Assistance Program (LIHEAP), outage preparation, protections certification, energy efficiency support.

• Develop relationships with internal and external stakeholders to obtain and share information on social care opportunities and developments, as well as provide technical advice and build bases of influence.

• Identify and act on new external channels through which to engage income-eligible customers and drive awareness of and participation in relevant Company programs.

• Develop relationships with relevant external agencies and organizations, establishing your role as these external groups’ “go to” resource for all things related to the company, and empowering them to better engage and refer their low-income constituents on our behalf.

• Manage and prioritize referrals from email, vendors, call center, field and other internal communications in line with policies.

• Develop and manage the approach to special cases (e.g. customers with special needs) ensuring a tailored and effective response in line with expectations.

• Manage the day-to-day relationship with relevant internal parties and external agencies and bodies to understand requirements, deliver appropriate, customized solutions and advice, and build cross-functional working in line with company policies and processes.

• Through collecting and analyzing input from your customer interactions and community engagement, serve as the “voice” of our income-eligible customers in helping to inform and influence the design of programs and offerings targeted towards the income-eligible community.

• Serve as the public face of the company in various community outreach settings likely to be attended by income-eligible customers, including periodic Customer Assistance Expos (“Expos”).

• Ensure processes, practices and procedures are followed in line with company policies and compliant with legislation and regulations.

• Develop, distribute and prepare training material, brochures and supporting documentation to relevant customers and internal colleagues.

• Build upon technical/professional skills within customer advocacy to continually grow your personal contribution to the business.

• Develop and utilize peer group network to absorb and apply technical/professional best practice within the customer and social care arena.

• Be the expert source of knowledge on the Customer Advocate team and support team members.

Knowledge & Experience Required

• Bilingual speaker required/Spanish preferred.

• Bachelor's degree preferred and 3+ years of related customer advocacy experience.

• Demonstrated success in a customer service setting, ideally in a position focused on working with low-income customers.

• Knowledge and experience with (or the demonstrated ability to learn quickly about) one or more areas of the Company's customer information systems including CSS, customer account management, financial structures, energy management, information systems management, document management.

• Knowledge and experience with (or the demonstrated ability to learn quickly about) various forms of social service support programs available to the income-eligible community, and a demonstrated history of communicating complex program offerings to a diverse community of potential participants.

• Knowledge of the company's business operations, policies and practices.

• Knowledge of relevant industry practice and legislation.

• Proficient in Microsoft Office products (Excel, Word, PowerPoint, Access).

• Understanding of fundamental low-income program concepts desirable.

Capability Requirements

• Impact and Influence: Uses direct persuasion to influence others, using basic data, logic or a solid business case to help generate the best outcomes for consumers.

• Customer Orientation: Takes personal responsibility for correcting problems promptly and communicates customer expectations to monitor delivery and satisfaction for those most in need.

• Attention to Detail: Monitors quality of how customers are supported, checks to ensure procedures are followed.

• Conflict Management: De-escalates emotional situations through emotional intelligence, conflict resolution, and active listening.