EAS Manager
Location: Cleveland
Posted on: June 23, 2025
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Job Description:
Purpose of Classification: The purpose of this position is to
manage appointment-based services within the Energy Assistance
Services department. Essential Functions: The following duties are
normal for this position. The omission of specific statements of
the duties does not exclude them from the classification if the
work is similar, related, or a logical assignment for this
classification. Other duties may be required and assigned. The
following duties are normal for this position. The omission of
specific statements of the duties does not exclude them from the
classification if the work is a similar, related, or logical
assignment for this classification. Other duties may be required
and assigned. Oversees energy assistance services that require an
appointment to complete an application; typically, crisis-based
services for reconnections, prevention of disconnects, shut-off
notice interference, bulk fuel and cooling equipment. Supervises
staff responsible for appointment-based services, including
Customer Service Team members, and manages appointment fulfillment
and related application processing. Manages scheduled appointments
at various locations throughout Cuyahoga County during EAP crisis
periods. Coordinates online application software programs and the
collection of customer documentation such that customers are
assisted efficiently and effectively. Serves as knowledge leader
about emergency-based assistance. Provides excellent customer
service to program participants and accurately respond to inquiries
about the program. Collects, analyzes and makes extensive use of
data in operational decision-making and program planning. Manages
customer appeals for crisis services. Manages customer concerns and
complaints. Trains staff and monitors performance for compliance
purposes and adherence to funding requirements. Consistently
promotes best practices. Additional Functions: Planning and
development of projects. Making operational and process decisions.
Solving problems creatively. Organizing and delegating assignments
to team members. Exceptional attention to detail and time
management skills. Prepares various documents, logs, sign ? in
sheets and records; complaint documentation; and, statistical
customer information for reporting purposes. Attends agency
meetings and professional development trainings, conferences and
seminars as needed to increase skills and abilities to perform
position effectively Performs other related duties as required.
Keywords: , Erie , EAS Manager, Customer Service & Call Center , Cleveland, Pennsylvania
