Receptionist for Nonprofit

Position: Receptionist
Compensation Range: $20.00 to $22.00 hourly plus excellent benefits
Position: Full-time non-exempt On-site in our DTLA HQ Office

ABOUT PACE

Founded in 1975 Pacific Asian Consortium in Employment (PACE) is a local community nonprofit dedicated to serving the regions diverse communities. What started as job training for the Asian Pacific Islander communities has grown into a full-service organization serving a diverse community of 40000 people annually across programs including: Employment Business Development Early Childhood Education (Head Start) Affordable Housing Weatherization and Energy Conservation Programs. With 350 staff PACE is recognized as a leader in addressing problems of poverty and economic inequity in ethnic minority communities and has a reputation of being responsive to community needs. PACE is known for creating innovative solutions to the myriad of challenges faced by our clients.

PACE ENERGY in particular helps reduce energy burden by providing utility bill assistance energy conservation education outreach weatherization services and energy efficiency upgrades to low income families and individuals across Los Angeles.

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SUMMARY

PACE Energy seeking an enthusiastic and service-oriented RECEPTIONST to join the team and organization. The Receptionist for PACE Energy will serve as the first point of contact for all clients seeking assistance through PACEs energy programs. This position manages a high volume of incoming calls and walk-in clients daily with a primary responsibility to identify and triage urgent situations including utility disconnection notices and Energy Crisis Intervention Program (ECIP) emergencies and route them promptly to the appropriate staff for handling. The Receptionist must be knowledgeable about all Energy & Environmental Services programs including HEAP DOE Weatherization LIHEAP Weatherization and ECIP in order to accurately assess client needs provide program information and ensure clients are directed to the right resources without addition to call management and client intake this position supports the department with client record look-ups in ServTrack data entry filing and a variety of administrative tasks essential to the smooth operation of the department. This position also serves as backup coverage for the Lead Receptionist during breaks lunches and absences and assists with daily mail sorting and distribution for the department. This is an excellent opportunity to build a fulfilling career while making a real difference in the community!

MAJOR RESPONSIBILITIES & DUTIES

Call Management & Client Intake

• Manage a high volume of incoming calls for the Energy & Environmental Services Department responding to client inquiries with professionalism patience and efficiency.
• Accurately assess the nature and urgency of each call identifying clients with emergency needs such as imminent utility disconnections or shut-offs.
• Triage and immediately route ECIP (Energy Crisis Intervention Program) clients and households facing utility disconnection to the appropriate staff member or specialist for expedited handling.
• Provide callers with accurate up-to-date information about PACE Energy programs including HEAP ECIP DOE Weatherization and LIHEAP Weatherization eligibility requirements required documentation office hours and application procedures.
• Screen and schedule client appointments for HEAP intake weatherization assessments and other program services in accordance with program capacity and staff availability.
• Maintain a detailed and accurate call log documenting client inquiries emergency referrals and follow-up actions as required.
• Greet and assist walk-in clients determine the nature of their visit and direct them to the appropriate staff in a timely and courteous manner.
• Manage client wait times at the front desk and communicate anticipated wait times clearly and respectfully.

Emergency & ECIP Triage

• Recognize and prioritize clients presenting with utility emergency situations including final disconnect notices active shut-offs or heating/cooling emergencies.
• Promptly notify the appropriate ECIP staff or supervisor when an emergency client situation is identified ensuring no urgent case is delayed.
• Collect and document preliminary client information (name address utility account details nature of emergency) prior to handoff to program staff to expedite the intake process.
• Maintain working knowledge of ECIP eligibility criteria and program limitations to accurately set client expectations while ensuring appropriate referrals are made.
• Follow established protocols for prioritizing and escalating emergency cases in accordance with department policies and funder requirements.

Backup Coverage Lead Receptionist

• Serve as the designated backup for the Lead Receptionist during scheduled breaks lunch periods and any planned or unplanned absences to ensure continuous front desk coverage for PACE.
• While serving in the backup role assume all primary receptionist responsibilities including answering and routing all incoming PACE calls greeting walk-in visitors and providing general information about all PACE departments and programs.
• Maintain familiarity with PACEs full range of departmental programs Employment Education (Head Start) Business Development Energy Housing and Administration in order to effectively direct clients and callers when covering the main reception area.
• Coordinate coverage schedules and transition handoffs with the Lead Receptionist to ensure no gap in front desk service.

Daily Mail Assistance

• Assist with the daily sorting and distribution of incoming mail and packages to the appropriate Energy & Environmental Services staff and as needed to other PACE departments.
• Support the preparation of outgoing departmental mail including assembling client correspondence program notices and other mailings as directed.
• When covering the Lead Receptionist assist with agency-wide mail sorting and distribution in accordance with established mail management procedures.
• Notify department staff promptly upon receipt of time-sensitive correspondence certified mail or urgent deliveries.

ServTrack Client Look-Up & Data Entry

• Perform client look-ups in ServTrack and other department databases to retrieve existing client records verify program enrollment status and support staff with accurate case information.
• Enter new client intake data application information and service records into ServTrack accurately and in a timely manner adhering to program data entry standards and deadlines.
• Assist program staff with updating client records correcting data discrepancies and maintaining the integrity of department databases.
• Run basic reports or queries in ServTrack as directed by the program supervisor to support departmental reporting needs.
• Maintain strict confidentiality of all client data in compliance with applicable federal state and PACE privacy policies.

Filing & Records Management

• Maintain an organized physical and electronic filing system for client applications intake forms verification documents and program correspondence.
• Ensure all incoming client documentation is properly sorted labeled and filed in accordance with program recordkeeping standards.
• Retrieve and prepare client files for staff review appointments audits or reporting as requested.
• Assist with periodic file audits purging and archiving in compliance with program retention policies.
• Track and log the receipt of required client documentation to ensure complete application packets are assembled prior to processing.

Administrative Support

• Provide general administrative support to the Energy & Environmental Services Department including photocopying scanning faxing and preparing correspondence.
• Assist with preparation and distribution of program materials application packets client notices and informational handouts.
• Monitor and maintain inventory of department office supplies forms and program materials; coordinate replenishment as needed.
• Support department staff with scheduling calendar management and meeting preparation as directed.
• Assist with special projects and departmental initiatives as assigned by the Energy & Environmental Services Manager.
• Perform other administrative duties as needed to support the efficient operation of the department.

WORKING RELATIONSHIPS

• Reports directly to the Energy & Environmental Services Manager or designated Program Supervisor
• Serves as backup to the Lead Receptionist (Administration) during breaks lunch periods and scheduled or unscheduled absences ensuring uninterrupted front desk coverage for PACE
• Works closely with all Energy & Environmental Services program staff including HEAP Intake Specialists Weatherization Coordinators ECIP Case Handlers and DOE program staff
• Coordinates with the Lead Receptionist to maintain consistent front-line service standards across PACE
• Interacts daily with low-income clients seniors individuals with disabilities and community members seeking urgent energy assistance
• Communicates with utility companies (SoCalGas SCE LADWP) as needed to support client service and verification processes
• Collaborates with PACE administrative staff on data entry filing and departmental record-keeping

QUALIFICATIONS EXPERIENCE AND SKILLS

Education & Experience

• High school diploma or equivalent required; Associates degree in Business Administration Social Services or a related field preferred.
• Minimum of 12 years of experience in a receptionist customer service or administrative support role required.
• Prior experience in a high-volume call center social services agency utility assistance program or community-based nonprofit organization is strongly preferred.
• Experience working with low-income individuals seniors individuals with disabilities and diverse multicultural communities preferred.
• Familiarity with energy assistance programs such as HEAP LIHEAP ECIP or DOE Weatherization is a plus.

Skills & Competencies

• Demonstrated ability to manage high call volumes and a fast-paced front desk environment with composure and professionalism.
• Strong triage and problem-solving skills; ability to quickly assess client urgency and take appropriate action.
• Experience with ServTrack or similar client case management / database systems is highly preferred.
• Proficiency in Microsoft Office Suite (Word Excel Outlook) required.
• Excellent verbal communication skills with the ability to convey program information clearly to clients from diverse backgrounds and varying literacy levels.
• Strong data entry skills with high attention to accuracy and detail.
• Ability to handle emotionally sensitive client situations including clients in financial distress or facing utility shut-offs with empathy patience and professionalism.
• Broad familiarity with all PACE departments and programs or the ability to quickly acquire this knowledge in order to effectively serve as backup to the Lead Receptionist.
• Strong organizational and time management skills; ability to balance multiple tasks and priorities simultaneously.
• Bilingual or multilingual ability is highly preferred particularly in Spanish Cantonese Mandarin Korean Vietnamese or other languages spoken by PACEs client communities.
• Commitment to PACEs mission of advancing economic equity and providing essential services to underserved communities in Los Angeles.

ADDTIONAL REQUIREMENTS

• Must satisfactorily pass background and employment/reference check
• Must have reliable transporation
• COVID vaccination required; must have two-dose series of Pfizer or Moderna or a single-dose of Johnson & Johnson. Those that need a medical or religious exemption must reach out separately.
• This position is ON-SITE in our DTLA office

COMPENSATION & BENEFITS

• Pay range is $20 to $22 hourly depending on experience. This is a full-time non-exempt position.
• Affordable and robust Medical Dental Vision and Life insurance plans for employee plus family with generous employer contributions
• Robust 401(k) retirement plan
• We offer generous paid holidays paid vacation paid sick leave

APPLICATION PROCESS

• All applicants MUST upload a resume AND complete application on our website and to be considered: will be reviewed on a rolling basis until positions have been filled. We will only reach out to candidates who have been selected to move forward in the process.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job the employee is regularly required to sit; use hands to finger handle or feel and talk or hear. The employee is frequently required to reach with hands and arms and stoop kneel crouch or crawl. The employee is occasionally required to stand walk and taste or smell. The employee must regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision color vision and ability to adjust focus.