Client Navigator

Stepforward; Cleveland (OH); On-site; USD 28,000 - 38,000; Full time

Job summary

Stepforward in Cleveland, OH is seeking an Entry Level Customer Service Associate to assist residents applying for HEAP, PIPP Plus, and Fuel Fund programs. The role is full-time, Monday–Friday, 8:00am–5:00pm.

You will greet customers, screen applications, gather documentation, and help navigate agency resources while ensuring compliance with regulations. A High School Diploma or GED and one year of related experience are required.

Qualifications

• High School Diploma or GED required; plus one year of work experience in customer service or clerical work.
• An equivalent combination of education, training and experience may be considered.

Responsibilities

• Greet customers and handle questions and complaints according to customer service standards.
• Screen ineligible applicants and refer to appropriate resources for their needs.
• Answer phone inquiries and direct clients to appropriate agencies or sources; schedule appointments as needed.
• Prepare documents, logs, records and reports including vendor logs and statistics of inquiries.
• Scan, upload and distribute documentation to facilitate benefit determinations.
• Attend meetings and trainings to improve skills.

Skills

Customer service

Clerical

Education

High School Diploma or GED

Tools

End user software

Job description

Job Details

Level: Entry

Job Location: HEAP - Cleveland, OH 44114

Position Type: Full-Time 52 Weeks

Education Level: High School/GED

Job Shift: Monday - Friday (8:00am - 5:00pm)

Job Category: Nonprofit - Social Services

Purpose of Classification

The purpose of this classification is to assist customers who are seeking information and services through the Home Energy Assistance Program (HEAP), Percentage of Income Payment Plan Plus (PIPP Plus), and Fuel Fund utility assistance to follow agency, local, state and federal regulations, guidelines, policies and procedures.

Essential Functions

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

• Provides timely customer service skills: opens the office each morning and prepares to greet customers and handle questions, concerns and complaints in a timely and efficient manner according to customer service standards; screens out ineligible applicants and refers them to the appropriate resources for their specific needs. Utilizes end user software to verify and initiate customer appointment process.
• Answers phone inquiries and directs clients to appropriate agency or outside sources to handle their needs: screens callers and coordinates with the Interactive Voice Response System. If applicable to customer’s circumstances, staff to schedule appointments for those who cannot use the automated system; informs callers to provide all necessary documentation in preparation for their scheduled appointment.
• Prepares various documents, reports, logs, sign-in sheets and records: agency vendor log, complaint documentation, and statistical customer information on the number and types of customers who have called into the agency for services.
• Scans, uploads and distributes customer provided documentation needed to facilitate application determinations of benefits.
• Attends agency meetings and professional development trainings, conferences and seminars as needed to increase skills and abilities to perform position.

Additional Functions

Performs other related duties as required.

Qualifications

Minimum Qualifications: High School Diploma or GED required; Supplemented by one year of work experience in a customer service, clerical, or related field; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Additional Requirements/Conditions of Employment

Successful results of pre and continued employment assessments including fingerprinting, drug testing, medical examinations and background check(s).

Step Forward is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Agency will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.