Customer Care Specialist

2 weeks ago


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

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.
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.
  • 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.
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.

Work Schedule: Monday - Friday, 8am - 5pm, 40-hour work week.

Compensation: $19-21 hourly wage.



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