Customer Care Specialist

2 weeks ago


Ellensburg, Washington, United States HopeSource Full time
Job Title: Customer Care Specialist

HopSource is seeking a skilled Customer Care Specialist to join our team. As a key member of our customer care team, you will play a vital role in providing exceptional support to our clients, leveraging resources and resiliency to find the most appropriate care solution for each individual.

Key Responsibilities:
  • Provide direct client services, including answering phone calls, transferring calls to internal partners, and assisting clients via phone, walk-in, or customer portal.
  • Direct clients to appropriate resources, recording transactions in the Customer Care portal, and ensuring timely follow-ups.
  • Conduct risk assessments, make internal referrals, and work with homeless households to identify strategies for doubling up, re-establishing lease terms, or finding other permanent housing options.
  • Provide direct advocacy with landlords, family, and friends to mediate or resolve issues that would prevent a housing option.
  • Conduct initial eligibility screenings for internal programs, communicate/coordinate with appropriate HopeSource staff, and hand off referred clients.
  • Perform initial assessments, including health and safety risks, to determine the viability of various diversion strategies and prioritize households in compliance program requirements.
  • Provide comprehensive referrals for all service areas, ensuring up-to-date knowledge of resources, and 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.
  • Complete Good Received Notices for items received at the front desk and Cash Receipts for donations received at local sites.
Requirements:
  • Experience in providing direct client services with individuals and/or families in crisis.
  • Excellent customer service and communication skills.
  • Exhibits 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, a collaborative and solution-finding attitude, and extreme ownership over project outcomes.
Preferred Qualifications:
  • Bachelor's degree in a field directly related to families, case management, or the delivery of client services or equivalent experience.
  • Proven ability to network with other organizations and service groups.

HopSource offers a competitive hourly wage of $19-21 and a 40-hour workweek. If you are a motivated and compassionate individual with a passion for providing exceptional customer care, we encourage you to apply for this exciting opportunity.



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