Outreach & Customer Service Coordinator

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Founded in 1965 as part of the War on Poverty, Worcester Community Action Council (WCAC) is one of 1,000 community action agencies across the U.S. and 23 in Massachusetts created to address disparities throughout the nation.  

Our values of advancing equitable access, elevating all voices, and partnering with people are embedded in the role we play as the federally designated anti-poverty agency for Central and South-Central Massachusetts. WCAC embodies service to the community through our Mission: Helping people move to economic self-sufficiency through programs, partnerships, and advocacy.   

Our vision is to break the cycle of poverty one neighbor at a time. Through safety-net services and asset building solutions, 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 has contracts with the Department of Energy (DOE) and the major local utility companies to install energy conservation measures in low-income homes throughout Central and Southern Worcester County. Each home receives an in-depth inspection by a certified energy auditor to assess conservation needs and the safety and efficiency of the primary heating system. Areas needing improvement are rectified if the home and the occupant meet the criteria of one or more programs.

We are seeking an Outreach and Customer Service Coordinator to serve as the central point for client communication for the Energy Efficiency programs that serve income-eligible households.  This position is responsible for scheduling Appliance Management Program (AMP) and Weatherization Audits (WAP), setting participant expectations and communicating with them throughout the process through email, mail and telephone.  

WCAC is committed to being a responsible and inclusive partner through strong collaboration and a shared client perspective. We are committed to advocating for policies that create equitable access to education, health, social, and economic systems. We are committed to a workplace culture with a shared passion for our mission that promotes teamwork, respect, and the opportunity to make a difference.  WCAC offers a competitive salary and excellent benefit package including health, dental, vision, life, 403(b) retirement plan with Agency contribution, flexible spending account, paid holidays, vacation, personal and sick time.

Qualifications:

  • High School Diploma or equivalent required. Associate’s or Bachelor’s degree a plus.
  • Experience or advanced courses in Energy Efficiency and Construction a plus
  • Familiarity with the residential energy efficient and renewable technologies, specifically related to lighting, appliances, weatherization and HVAC.
  • Demonstrated customer service skills, attention to detail and outstanding level of professionalism.
  • Strong outreach, organization, and self-motivation skills.
  • Excellent written and verbal communication skills.
  • Must work cooperatively and effectively with a diverse population.
  • Strong technology skills, knowledge of Microsoft Office and ability to quickly master proprietary software programs.
  • Valid driver’s license and reliable transportation.       
  • Must pass Accurate Background Check including CORI and drug screening

 Duties and Responsibilities:

  • Serve as the key contact person for efficiency work in both the AMP and Weatherization programs.
  • Schedule AMP and Weatherization audits, coordinating them when possible, and ensure that necessary parties have all the information they need to complete the project.
  • Perform outreach and marketing as needed to clients who may be eligible for participation.
  • Track and respond to client outreach responses, unit production, and appliance replacements for all AMP eligible households.
  • Prepare and submit all necessary invoices and reports for the AMP Program, accurately and in a timely manner.
  • Work with staff from ACTION, Inc. to stay updated on changes in materials, procedures and policies in the program.
  • Assist the Amp Coordinator to work with staff from SMOC as necessary to stay updated on orders/backorders and status of refrigerators and other installed appliances.
  • Understand and make referrals as appropriate to other Agency programs.

Send cover letter and resume specifying position via email to hr@wcac.net or to the Human Resource Department, Worcester Community Action Council, 484 Main St, #200, Worcester, MA 01608. 

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 disability, 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

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