Weatherization Scheduler - Bilingual

Spectrum Community Services enhances the quality of life for older adults and residents experiencing low income in Alameda County.  For over 50 years Spectrum has continually developed and adapted our programs to meet the ever-changing, real needs of our community. These programs currently are: Low Income Home Energy Assistance (LIHEAP), Weatherization (WX), Fall Prevention, (senior injury prevention), and a Senior Nutrition Program including Meals on Wheels (home-delivered) and Senior Meals (congregate).

The Scheduler serves as a key point of contact for clients throughout the application and initial assessment process, providing responsive, consistent, and trauma-informed customer service while coordinating communications and appointments. This position is responsible for scheduling and tracking weatherization assessments, installations, and inspections; maintaining accurate client information and documentation; verifying application and recertification materials meet program requirements; and coordinating schedules with subcontractors and internal staff. The Scheduler uses program systems and other resources to maintain accurate records, support billing processes, and ensure weatherization jobs move efficiently through the program. This position plays an important role in helping Spectrum meet its obligations under various energy contracts while upholding the organization’s values of safety, quality, efficiency, solid documentation, and compliance.

We strongly encourage you to apply if you are from a marginalized or underrepresented group. Some candidates may see a long list of job requirements and feel discouraged because they don’t match every single bullet point—we suggest, please apply anyway. We don’t believe in a “perfect” candidate—if you believe this is a role that you’ll be excited to work in every day, want to be a part of a culture like ours, and show aptitude to learn while doing, please apply.

Primary Responsibilities

• Serve as the ongoing point of contact for clients throughout the application and initial assessment process, communicating application status, coordinating appointments, and providing consistent communication as client needs or circumstances evolve.
• Review incoming voicemails and send communications regarding initial. assessment dates, while maintaining accurate call logs.
• Schedule weatherization assessments, installations, and inspections.
• Use our software ServTraq to manage, schedule, and track all weatherization jobs.
• Assist with communicating and coordinating scheduling with subcontractors and appropriate staff members.
• Follow up with subcontractors to verify completion dates to schedule.
• Provide exceptional customer service for all incoming and outgoing calls.
• Communicate with appropriate staff to ensure prospective clients receive and have access to required application materials.
• Verify that required application and recertification documentation is complete and meets program eligibility requirements.
• Accurately assemble and verify all client electronic and physical folders meet the necessary qualifications required by the weatherization program.
• Accurately enter all new client information into the ServTraq software.
• Use Parcel Quest website to verify dwelling characteristics.
• Assist Weatherization Billing Specialist with data entry for HPO files.
• Re-direct and inform co-workers, when needed, to remedy or assist incoming or outgoing calls.
• Attend required staff meetings, 1:1 meetings with manager, training sessions, and special events, both in person and virtually.
• Attend community outreach events as assigned.
• Work with Spectrum’s Information Technology specialists to resolve technical issues and maintain Spectrum-owned electronic equipment.
• Perform other duties as assigned.

The minimum qualifications, physical demands and work environment characteristics described above are representative of those that must be met or will be encountered by an employee while performing the primary responsibilities of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary responsibilities.

We Need Someone Who Has:

• 1 year of experience in scheduling, customer service, administrative support, or a related field.
• Must be able to read, speak, and write English and/or Mandarin, Cantonese, Spanish, or Vietnamese.
• Ability to communicate respectfully and effectively with clients from diverse cultural backgrounds, communication styles, and language varieties, including providing trauma-informed customer service to those experiencing immediate or ongoing challenges.
• High proficiency in Google Workspace (i.e.: Google Docs, Sheets, Mail), Zoom, Microsoft Docs, Canva, social media and Internet searches.
• Attention to detail VERY important, neat handwriting required.
• Mindful handling of sensitive and confidential information.
• Must be able to read, speak and write English fluently with the ability to follow verbal and written instructions in English. 
• Cooperative and willing to assist others; team player.
• Excellent customer service skills and experience working with the public in diverse communities.
• Fast, competent learner of new software programs, internal processes and procedures.
• Must have own transportation for use on the job, valid California Driver’s License, Auto Insurance and DMV record that is acceptable to Spectrum and Spectrum’s Insurance carrier.

Nice to Have:

• Associate degree or equivalent, two years of related work experience
• Experience with weatherization measures and energy efficient technologies
• Valid CPR and First Aid certification prior to start date (otherwise must be obtained within 6 months of hire).  Certification must be from an accredited provider recognized by the organization (e.g., Red Cross, American Heart Association)

Physical Demands

• This work requires the following physical activities: walking up stairs, bending, stooping, kneeling, twisting, reaching, sitting, standing, walking, lifting up to 20 lbs. of material, finger dexterity for activities such as data entry and calculator use, grasping, repetitive motions.   

Work Environment

• The work is performed primarily indoors. 
• The office environment is temperature controlled.
• The noise level in the office environment is usually quiet.

Vaccination Policy

To protect the health and safety of our team, clients, and community, vaccination against Influenza is mandatory for this role, while COVID vaccination is highly encouraged. Given the nature of this position, which involves working closely with vulnerable populations and interacting with the public, vaccination helps minimize the risk of preventable diseases and ensures a safe work environment. Employees who are not vaccinated due to medical or religious exemptions are required to wear a 3-Ply surgical mask, KN94, KN95, or N95 mask at all times while at work, including during interactions with clients and the public, from November 1 to April 30. 3-Ply surgical masks, KN94, KN95 or N95 masks will be required to be worn, regardless of vaccination status, in client-facing situations from November 1 - April 30.

Founded in 1971, Spectrum Community Services is a registered, private non-profit organization that assists low-income individuals, families, and seniors in their efforts to live independently. We offer—in partnership with local service organizations—a wide variety of community programs and services. Our long history of family tutorials and community outreach has advanced our mission of promoting our clients’ financial sustainability and improving the overall quality of their lives.