Customer Service Outreach Specialist

Mid-Ohio Regional Planning Commission; Columbus (OH); On-site; USD 38,000 - 52,000; Full time

Job summary

MORPC is seeking a Customer Service Outreach Specialist to engage community members and recruit clients for weatherization and home repair programs in Central Ohio. You will work with public and private partners to educate the public about MORPC’s energy efficiency initiatives and help expand participation in residential programs.

The role emphasizes outreach at community events, collaboration with diverse teams, and achieving monthly recruitment and engagement goals.

Qualifications

• Three years of client/customer service experience is mandatory.
• Ability to follow verbal and written instructions and learn tracking systems.
• Ability to work independently or as part of a diverse team.
• Must have valid driver’s license and maintain liability insurance as required.

Responsibilities

• Engage community members at public and private events to recruit clients for MORPC’s weatherization and home repair programs.
• Meet monthly client recruitment, partner meetings and community presentation goals.
• Provide information to the general public and public/private agencies to recruit participants for energy efficiency programs.
• Deliver lists of interested clients to Intake team for follow-up and applications.
• Support MORPC marketing and outreach efforts at community events and meetings.

Skills

Customer service

Public engagement

Communication

Teamwork

Multitasking

Education

High school diploma or equivalent

Job description

As Central Ohio’s regional council, MORPC is an association of cities, villages, townships, counties, and regional organizations, serving rural, suburban, and urban areas.We take pride in bringing communities of all sizes and interests together to collaborate on the best practices and plans for the future of our growing region. We do this through several programs, services, projects, and initiatives – all with the goal of improving the lives of our residents and making Central Ohio stand out on the world stage.

One of Central Ohio’s greatest strengths is the variety of our communities and to best serve our region MORPC strongly values a wide range of perspectives. MORPC strives to reflect those values in our workforce, our endeavors, and our positive impact on the region. Our work progresses when our team can draw on a broad spectrum of personal experiences and backgrounds, and when each member is open to learning from the experiences of others, both internally and externally. As an equal opportunity employer, we fully support all applicable state and federal laws and regulations and do not discriminate against applicants for employment or employees based on race, color, creed, religion, ancestry, national origin, sexual orientation, sex or gender, gender identity or expression, pregnancy, medical conditions, age, disability or other handicap, genetic information, marital/familial status, veteran status, military status, or income or status with regard to public assistance in any aspects of our personnel policies, working conditions, or hiring and recruitment.

MORPC recognizes the value of a healthy work/life balance for our team members and, as such, we provide a variety of benefits to promote that balance. Eligible employees receive a free system-wide transit pass and discounted access to other alternative transportation modes to provide options for commuting to work. MORPC encourages opportunities for career advancement through generous tuition and professional development incentives, leadership programs, and participation in local and national organizations.

This position is responsible for community and public/private engagement specific to the recruitment of weatherization and home repair clients. The Customer Service Outreach Specialist will actively seek out community events to attend that are in line with our client demographic for client recruitment. The Customer Service Outreach Specialist will also be responsible for forming relationships with public and private businesses, non-profit and government agencies for the purposes of client recruitment and the education of the general public about MORPC and its Residential Services programs. This position will disseminate information about MORPC’s energy efficiency programs and collect contact information from individuals, organizations and families interested in becoming qualified for MORPC’s energy efficiency programs.

ESSENTIAL FUNCTIONS

• The Customer Service Outreach Specialist’s primary function will be to engage community members at public and private events and or spaces, working with like organizations to leverage programs and recruit additional clients to MORPC’s weatherization and home repair programs.
• This position will have monthly goals for client recruitment, partner meetings and community presentations. These goals will be used as part of the annual review for this position.
• Provide information, primarily in-person, but also through written correspondence and by telephone to the general public, private and public agencies, organizations and businesses to seek individuals to participate in the residential energy efficiency programs.
• Deliver lists of interested clients that have been partially vetted to Intake supervisor and team members for call backs to complete applications.
• Work as part of a team as back-ups for Customer Service Representatives to respond to all incoming calls, emails, PIPP leads, and IMS assignments.
• Assist any Community & Engagement marketing efforts by attending community outreach events, meetings, or presentations to promote the programs.
• Serve as a back-up to other intake assistants as needed.
• Serve as a back-up for residential housing specialists as needed.
• Fully support all MORPC personnel policies and procedures.
• Develop familiarity with cultural diversity and applies diversity and inclusion efforts in daily business.
• Per Director’s discretion, take lead on community outreach initiatives, or partner program initiatives (Examples of this would be special assignment for GLS, Homeport, etc.).
• Promote an inclusive, respectful, team-oriented environment.
• Perform other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES AND TRAINING

This position requires the ability to follow verbal and written instructions and ability to learn tracking systems. Knowledge or ability to learn residential energy conservation techniques are required, so that information about the programs may be provided to potential customers. Formal training sessions after individual has started employment may be required. Ability to understand the needs of the population that MORPC serves through the residential energy efficiency programs and to have compassion towards this population is mandatory.

Must be able to work independently or as part of a diverse team. Essential functions include the ability to use telephone, computer, or attend meetings outside the office. Multi-tasking and utilizing basic computer capabilities and communication skills are important.

QUALIFICATIONS

Requires high school education or equivalent. Three (3) years of client/customer service experience is mandatory.

LICENSURE OR CERTIFICATION REQUIREMENTS

Must have valid driver’s license, good driving record and maintain liability insurance coverage as required by MORPC.

INHERENTLY HAZARDOUS OR PHYSICALLY DEMANDING WORKING CONDITIONS

Employee has exposure to chemical compounds found in an office environment (e.g., toner, correction fluid, etc.); works in conditions requiring long periods of sitting and computer work; occasionally lifts objects 25 pounds or less; occasionally carries objects 25 pounds or less; occasionally pushes objects 25 pounds or less; occasionally pulls objects 25 pounds or less.

Note: In accordance with the U.S. Department of Labor physical demands strength ratings, this is considered light work.

In cases of emergency, unpredictable situations, and/or department needs, may be required to lift, push, pull, and/or carry objects heavier than D.O.L. strength ratings recommend.

Update: Candidates who currently have valid U.S. work authorization are encouraged to apply. Please note: MORPC is unable to provide new H-1B visa sponsorship due to recent federal changes.