Energy Assistance Eligibility Specialist

John Boner Neighborhood Centers; Indianapolis (IN); On-site; USD 32,000 - 42,000; Full time

Job summary

John Boner Neighborhood Centers is seeking a CARES Eligibility Specialist to support the Energy Assistance Program and other basic-needs services. You will handle mailroom tasks, document processing, applicant support, communications, and outreach in a fast-paced environment.

The role requires strong organization, attention to detail, and comfort with multiple software systems. You will maintain confidential information and work with diverse neighbors to deliver responsive service.

Qualifications

• High school diploma or equivalent preferred.
• 1-2 years of customer service experience.
• Strong computer skills and ability to learn multiple software systems, including Microsoft Office, SharePoint, Teams, Excel, Zendesk, and database/document-management systems.
• Ability to scan, organize, redact, upload, and manage electronic documents and navigate multiple systems and screens.
• Strong attention to detail and ability to follow detailed rules and processes consistently.
• Ability to work independently, manage competing priorities, and meet production and response standards in a high-volume environment.
• Excellent written and verbal communication skills and ability to work effectively with diverse individuals, including those experiencing stressful circumstances.
• Commitment to confidentiality and secure handling of personally identifiable information.
• Reliable transportation.

Responsibilities

• Receive, sort, date stamp, scan, name, redact, upload, file, and archive applications and supporting documents.
• Respond to phone calls, voicemails, emails, chats, Zendesk tickets, and database messages.
• Follow up with applicants regarding missing information, application status, and crisis-related concerns.
• Maintain accurate records of applicant contacts, documents, referrals, follow-up, and other required information.
• Monitor assigned queues and complete work accurately and in receipt-date order.
• Identify and elevate complex issues, confidentiality concerns, and crisis cases as appropriate.
• Support community outreach, application distribution, and community events.
• Protect confidential and personally identifiable information while following established program procedures and workflows.
• Collaborate with Team Leads, the CARES Services Manager, and other EAP staff to provide timely and effective service.

Skills

Customer service

Microsoft Office

SharePoint

Teams

Zendesk

Excel

Education

High school diploma

Tools

Zendesk

SharePoint

Excel

Document management

Job description

John Boner Neighborhood Centers is seeking a CARES Eligibility Specialist to support the Energy Assistance Program and other basic-needs services. You will handle mailroom tasks, document processing, applicant support, communications, and outreach in a fast-paced environment.

The role requires strong organization, attention to detail, and comfort with multiple software systems. You will maintain confidential information and work with diverse neighbors to deliver responsive service.