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Customer Service Representative

1 month ago

Ellensburg, Washington, United States HopeSource Full time
Job Summary

HopeSource is seeking a dedicated and compassionate Care Coordinator to join our team. As a key member of our customer care team, you will be responsible for providing exceptional support to individuals and families in crisis, leveraging our resources to find the most effective care solutions.

Key Responsibilities
  • Provide personalized support to customers, diverting them to internal resources or referring them to external providers as needed
  • Assist customers with phone, walk-in, or portal inquiries, directing them to relevant resources and recording transactions in our customer care portal
  • Maintain accurate records, ensuring timely contact with customers and adequate documentation of interactions
  • Utilize active listening skills and practical problem-solving techniques to identify customers' strengths and resources, tailoring services to meet their unique needs
  • Conduct risk assessments and make internal referrals as necessary
  • Work with homeless households to identify strategies for doubling up, re-establishing lease terms, or finding permanent housing options
  • Provide direct advocacy with landlords, family, and friends to mediate or resolve issues
  • Conduct initial eligibility screenings for internal programs, communicating with HopeSource staff to hand off referred clients
  • Perform initial assessments, prioritizing households in compliance program requirements
  • Provide comprehensive referrals for all service areas, ensuring up-to-date knowledge of resources
  • Schedule follow-ups for queue and continued problem-solving
  • Maintain and populate master lists weekly to coordinate with outreach teams
  • Attend program staffing meetings and provide emergency services as needed
  • Maintain client resources in local offices, including client room upkeep, resource list maintenance, and brochure stock
  • Complete Good Received Notices and Cash Receipts for donations received at local sites
  • May be required to travel between offices to provide services
Requirements
  • Experience in providing direct client services, preferably with individuals and/or families in crisis
  • Excellent customer service and communication skills
  • Proficiency in effective time management and meeting deadlines
  • Comfortable with a wide variety of computer hardware and software
  • Skilled in prioritization techniques and flexible with frequent interruptions and change
  • Demonstrates exceptional active listening skills and a collaborative, solution-focused attitude
  • Exhibits extreme ownership over project outcomes
Preferred Qualifications
  • Bachelor's degree in a field related to families, case management, or client services, or equivalent experience
  • Proven ability to network with other organizations and service groups