Bilingual Energy Assistance Field Coordinator

Lancesoft; Providence (RI); Remote; USD 33,000 - 36,000; Full time

Job summary

Lancesoft is seeking a Coordinator in Rhode Island to support income-eligible customers and collaborate with external support agencies. The role focuses on driving awareness, enrollment, and engagement with energy assistance programs while representing customer interests in program development.

The position involves travel to CAP agencies statewide, frequent customer interactions for billing and payment arrangements, and bilingual communication (Spanish preferred).

Qualifications

• Bachelor's degree preferred.
• 3+ years of customer advocacy experience.
• Demonstrated success in a customer service setting, ideally with low-income customers.
• Knowledge of customer information systems including CSS, customer account management, financial structures, energy management, information systems management, and document management.
• Familiarity with social service programs for income-eligible communities.

Responsibilities

• Work with customers one on one for billing, payments, negotiating payment agreements, 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.
• Identify and act on new external channels to engage income-eligible customers and drive awareness and participation in Company programs.
• Develop relationships with external agencies and organizations, becoming the go-to resource for all things Company-related for these groups.
• Manage and prioritize referrals from email, vendors, call center, field and other internal communications.
• Develop and manage approaches for special cases ensuring tailored, effective responses.
• Build day-to-day relationships with internal and external parties to understand requirements and deliver customized solutions.
• Carry out outreach to voice the needs of income-eligible customers to inform program design and offerings.
• Represent the company in community outreach settings, including Expos.
• Ensure processes align with policies and regulatory requirements.
• Develop training materials, brochures and documentation for customers and colleagues.
• Grow professional capabilities within customer advocacy and share best practices.

Skills

Bilingual Spanish

Customer advocacy experience

Customer service experience

Microsoft Office proficiency

Education

Bachelor's degree preferred

3+ years of customer advocacy experience

Tools

CSS

Customer account management

Energy management systems

Information systems management

Document management

Job description

Lancesoft is seeking a Coordinator in Rhode Island to support income-eligible customers and collaborate with external support agencies. The role focuses on driving awareness, enrollment, and engagement with energy assistance programs while representing customer interests in program development.

The position involves travel to CAP agencies statewide, frequent customer interactions for billing and payment arrangements, and bilingual communication (Spanish preferred).