Customer Service Representative

Worcester Community Action Council, Inc.; Worcester (MA); On-site; USD 22,000 - 25,000; Full time

Benefits offered by this job

Health, dental, vision, life/LTD

403(b) retirement plan

Paid holidays

Vacation

Personal and sick time

Bilingual pay differential

Job summary

Worcester Community Action Council, Inc. is seeking a Customer Service Representative to serve as the primary contact for WCAC Energy programs. You will respond to inquiries, collect client information, manage front desk duties, and coordinate referrals while supporting a collaborative team in a mission-driven environment.

The role emphasizes courteous, empathetic service and accurate data entry. A High School Diploma or HiSET is required; bilingual abilities are a plus and training is provided.

Qualifications

• High School Diploma or HiSET equivalent required.
• Strong communication skills and experience dealing with customers in person preferred.
• Ability to provide excellent customer service when processing incoming and outgoing calls for the agency and greeting visitors and clients.
• Excellent organizational skills and ability to manage multiple priorities simultaneously.
• Ability to speak Spanish or other languages, a plus.
• Ability to use standard office equipment such as copy or fax machine, mail machine and folding machine (training provided).

Responsibilities

• Respond to general program inquiries and assist customers, visitors, and callers.
• Collect and enter client information accurately.
• Manage phones and front desk reception duties.
• Coordinate referrals and ensure timely follow‑through with team support.

Skills

Strong communication

Customer service

Spanish language

Organizational skills

Multitasking

Education

High School Diploma / HiSET

Job description

Description

We are committed to a workplace culture with a shared passion for our vision that promotes teamwork, respect, and the opportunity to make a difference.

Our vision is to break the cycle of poverty one neighbor at a time. Through safety-net services and asset building solutions, Worcester Community Action Council (WCAC) creates economic mobility opportunities for tens of thousands of people annually through programs such as energy assistance, early education and care, financial empowerment, positive youth development, and career pathways. WCAC serves 45 towns in Central and South-Central Massachusetts with offices located in Worcester, Southbridge, Webster, East Brookfield, and Leicester. We are a team of 130 employees and an annual budget of approximately $40 million.

What We Offer

WCAC provides on-the-job training and professional development opportunities. As well as an excellent benefit package with no waiting period to enroll in health, dental, vision, life/LTD, and 403(b) retirement plan. Generous paid holiday calendar, vacation, personal and sick time. In addition to fair and transparent pay practices, we offer an additional pay differential to bilingual employees.

Position Summary

WCAC has contracts with the Department of Energy (DOE) and the major local utility companies to install energy conservation measures in eligible homes. The Customer Service Representative serves as the primary point of contact for WCAC Energy programs, providing courteous, empathetic, and accurate assistance to clients, visitors, and callers. This role is responsible for responding to general program inquiries, collecting and entering client information, managing phones and reception duties, coordinating referrals, while ensuring timely follow-through and collaborative team support. For more information please see attached job description - Energy Customer Service Rep Job Description.pdf

Research shows that women and people of color are less likely to apply to jobs unless they meet every single qualification. At WCAC we are dedicated to building a diverse, equitable, and inclusive workplace so if you are excited about this position, but don't meet all of the qualifications, we encourage you to apply anyways.

Requirements

• High School Diploma or HiSet equivalent required.
• Strong communication skills and experience dealing with customers in person preferred.
• Ability to provide excellent customer service when processing incoming and outgoing calls for the agency and greeting visitors and clients.
• Excellent organizational skills and ability to manage multiple priorities simultaneously.
• Ability to speak Spanish or other languages, a plus.
• Ability to use standard office equipment such as copy or fax machine, mail machine and folding machine (training provided).

Other Requirements

• Ability to successfully complete a National Grid's background check process, including drug screen.

Worcester Community Action Council, Inc. is committed to a policy of equal employment opportunity to all qualified employees and applicants for employment without regard to race, color, sex, age, national origin, religion, physical or mental ability, pregnancy or pregnancy related condition, sexual orientation, gender identification, genetic information, membership in the uniformed services or any other classification which is protected under state or federal law.

Salary Description

$16-$18 per hour