Utility Assistance Coordinator

Community Action Partnership of Lancaster County inc; Lancaster (Lancaster County); On-site; USD 55,000 - 75,000; Full time

Job summary

Community Action Partnership of Lancaster County inc is seeking an Utility Assistance Coordinator to oversee the Utility Assistance Specialists and the Customer Support team, ensuring smooth day-to-day operations and collaboration with the Director on policies and program success.

The role emphasizes leadership, staff development, process improvement, and excellent customer service, with responsibilities spanning recruitment, training, audits, and coordinating responses to client issues while

Qualifications

• Bachelor’s degree or HS Diploma with 3 years of human services supervisory experience.
• Proven ability to recruit, interview, hire and train staff.
• Experience supervising Utility Assistance Specialists and Customer Support teams.

Responsibilities

• Lead and supervise Utility Assistance Specialists and Customer Support team.
• Improve team efficiency through auditing and coaching.
• Train new staff and develop standard work procedures.
• Manage department overflow and resolve customer concerns.
• Participate in CAP Leader meetings and program development.

Skills

Leadership

Staff Training

Supervisory

Customer Service

Time Management

Communication

Problem Solving

Analytical

Organization

De-escalation

Travel

MS 365

Education

Bachelor’s degree or HS Diploma with 3 years of human services supervisory experience

Tools

Microsoft 365

Job description

Job Summary: The Utility Assistance Coordinator will oversee and support the Utility Assistance Specialists and the Customer Support team, ensuring smooth day-to-day operations. This role collaborates with the Director to provide support on program policies and guidelines, team culture, and overall program success. Duties/Responsibilities*: • Leadership and Supervision: o Recruit, interview, hire, and train new staff. o Lead and supervise the Utility Assistance Specialists and Customer Support team. o Foster opportunities for growth within the Utility Assistance team. • Quality Assurance: o Improve team efficiency and workflow. o Ensure team accuracy by conducting internal audits, identifying error patterns, and coaching team members. o Meet deadlines and turnaround times set by contracts and the Director. • Training and Coaching: o Train new team members on job functions during onboarding. o Provide ongoing training to existing staff on updated procedures. o Develop and implement standard work procedures. • Department Overflow/Customer Resolutions: o Assist with caseload overflow. o Support the Director with program operations. o Address and resolve customer service concerns and discrepancies. • Innovation and Professional Development: o Participate in regular CAP Leader meetings and ongoing professional development. o Represent the department in program training and utility forums. o Contribute to program evaluation, development, and problem-solving efforts. *Performs other related duties as assigned.Required Skills/Abilities: • Excellent verbal and written communication skills. • Excellent interpersonal and customer service skills. • Excellent organizational skills in managing complex tasks. • Excellent time management skills with proven ability to meet deadlines. • Strong coaching skills. • Strong analytical and problem-solving skills. • Strong supervisory and leadership skills. • Ability to prioritize tasks and delegate when appropriate. • Ability to stay calm and de-escalate in stressful situations. • Proficient with Microsoft 365 and web-based applications. Education and Experience: • Bachelor’s degree or HS Diploma with 3 years of human services experience with supervisory skills. Work Environment and Physical Requirements: • Operate technology efficiently. • Sit/Stand for extended period of time. • Travel up to 20%.