Customer Service Specialist- Part Time

Description

As Central Ohio's regional council, MORPC is an association of cities, villages, townships, counties and regional organizations and serves rural, suburban, and urban areas. We take pride in bringing communities of all sizes and interests together to collaborate on best practices and plan for the future of our growing region. We do this through a variety of 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 diversity of our communities, and to best serve our region, MORPC assertively values diversity and inclusion and strives to reflect those values in our team, our work, and our positive impact for the region. Our work progresses when our team can draw on a wide range 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 because of 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.

To create and nourish a workforce as diverse as the Central Ohio region, MORPC encourages members of groups traditionally underrepresented in local government and professional positions to apply for our open career opportunities.

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 taking pre-screened clients from Customer Service Representatives and completing the application process with the client. The Customer Service Specialist will communicate with pre-screened clients within one-on-one settings, on the telephone, through responses to electronic mail, or through presentations in group settings. This position assists clients in completing the application process for the residential energy efficiency programs by utilizing the appropriate tracking systems or databases, and collecting additional information that may be needed, to include, but not limited to utility consumption data, and income verification. This position should ensure that all approved client applications are passed along to inspectors for scheduling. This position should also coordinate on client referral for MORPC's home repair programs to leverage funding and maximize benefits to clients.

Examples of Duties

ESSENTIAL FUNCTIONS:

* The Customer Service Specialist's primary function will be to complete client applications to the point of scheduling for inspectors. This position will have weekly application production goals. These goals will be used as part of the annual review for this position. These goals will be higher than a CSS goals and be used as a metric to determine when a CSS can be considered for promotion to Sr. CSS.

* Provide information, in-person, through written correspondence and by telephone, to public and clients seeking participation in the residential energy efficiency programs. Explain the process of how the customer may obtain service from the program.

* Deliver completed applications to inspectors so that inspectors can schedule appointments; either initial visits, final inspections/review visits, or electric baseload visits.

* Use appropriate tracking systems and databases to comply with funder requirements, including OCEAN, IMS, AEP-CAP's CC system and any other systems required for processing.

* 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 the 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.

* Fully support all MORPC personnel policies and procedures.

* Develop familiarity with cultural diversity and applies diversity and inclusion efforts in daily business.

* Per Inspection Coordinator or Director's discretion, take lead on Community Outreach, or partner program initiatives (Examples of this would be special assignment for CMHA, Homeport, etc.).

* Provide proper training and support to any new Customer Service Specialist, or Customer Service Representative

* Promote an inclusive, respectful, team-oriented environment.

* Perform other duties as assigned.

Typical Qualifications

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.

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

Supplemental Information

MORPC is an EOE/AAP employer. Please apply online at or you may mail a resume to:

MORPC Attn: RES-1-24

111 Liberty St., Suite 100

Columbus, OH 43215

Expected Schedule- In-Person/Onsite Tuesday, Wednesday and Thursday

Expectations of Hours Worked- 24 hours per week.

www.morpc.org

No phone calls please.

ANNUAL LEAVE and HOLIDAYS

Pro-rated vacation and holiday leave

MAJOR MEDICAL & HOSPITALIZATION

Not eligible

DENTAL CARE

Not eligible

VISION

Not eligible

PRESCRIPTION DRUG COVERAGE

Not eligible

PERS - Public Employees Retirement System

Employee contribution of 10%, MORPC contribution 14%

MEDICARE

Employee contribution 1.45% matched by MORPC for employees hired on or after April 1, 1986

DEFERRED COMPENSATION

Deferred Compensation plans available through the State of Ohio or the County Commissioners Association of Ohio

CREDIT UNION

Columbus Municipal Employees Federal Credit Union for checking, savings and loans or other services

ALTERNATE WORK SCHEDULE

Flexible and staggered working hours may be available for employee's individual requirements, when work duties permit. Must be approved by department head and executive director.

EMPLOYEE DEVELOPMENT

Tuition reimbursement program, seminars, conferences and training offered to develop employees to enhance MORPC outcomes.

TRANSIT PASS

COTA C-Pass-Free to all employees who regularly work more than 15 hours per week.

HYBRID WORKING ENVIRONMENT

A combination of in-office & remote work, with the potential of scheduled days per each, for all positions