Customer Care Specialist
2 weeks ago
At HopeSource, we are seeking a highly skilled and compassionate Customer Care Specialist to join our team. As a key member of our care team, you will play a vital role in providing exceptional support to our clients, helping them navigate our services and resources.
Key Responsibilities:- Provide direct client services, including answering phone calls, responding to emails, and assisting clients in person.
- Utilize effective communication and problem-solving skills to identify client strengths and resources, and tailor services to meet individual needs.
- Conduct risk assessments and make internal referrals as needed.
- 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 and communicate with HopeSource staff to hand off referred clients.
- Perform initial assessments, including health and safety risks, to determine the viability of diversion strategies and prioritize 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 all program staffing meetings.
- Provide emergency services as needed and document in Apricot.
- Maintain client resources in local offices, including client room/lobby upkeep, client handbook stock, resource list maintenance, and brochure stock.
- Complete Good Received Notices for items received at the front desk.
- Complete Cash Receipts and associated processes for donations received at local sites.
- May be required to travel between offices on occasion to provide services.
- 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.
- Flexible and comfortable with frequent interruptions and change.
- Demonstrates exceptional active listening skills.
- Demonstrates a collaborative and solution-finding attitude.
- Exhibits extreme ownership over project outcomes.
- 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.
Work Schedule: Monday - Friday, 8am - 5pm, 40-hour work week.
Compensation: $19-21 hourly wage.
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