Customer Care Specialist

$43,680 - $47,840/Yr

Hopesource - Ellensburg, WA

Full-time - Entry Level

Hybrid - Ellensburg, WA

Justice, Public Order, and Safety Activities

About the position

The Customer Care Specialist at HopeSource plays a vital role in supporting individuals and families in crisis by providing direct client services and facilitating access to appropriate care solutions. This position emphasizes compassionate problem-solving and effective communication to ensure that customers receive the necessary resources and support. The role involves working within a collaborative team environment that values unique contributions and fosters a culture of service and effectiveness.

Responsibilities

• Answer centralized phone system and transfer calls to internal partners.
• Assist customers via phone, walk-in, or customer portal, directing them to appropriate resources and recording transactions in the Customer Care portal.
• Check and maintain the customer care portal, ensuring all entries are contacted within 24 hours and follow-ups are scheduled in a timely manner.
• Utilize compassionate problem-solving conversations to identify the customer's strengths and resources to tailor services effectively.
• Conduct risk assessments and make internal referrals for clients.
• Work with homeless households to identify strategies for housing options and re-establishing lease terms.
• Provide direct advocacy with landlords and family to mediate issues preventing housing options.
• Conduct initial eligibility screenings for internal programs and communicate with appropriate staff to hand off referred clients.
• Perform initial assessments that include health and safety risks to determine the viability of diversion strategies.
• 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 a master list weekly to coordinate with outreach teams.
• Attend all program staffing meetings and provide emergency services as needed, documenting in Apricot.
• Maintain client resources in the local office, including client room upkeep and resource list maintenance.
• Complete Good Received Notices and Cash Receipts for donations received.

Requirements

• Experience in providing direct client services 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-finding attitude.
• Exhibits extreme ownership over project outcomes.

Nice-to-haves

• 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.

Benefits

• Starting salary above the market average.
• Flexible hours and hybrid work options following eligibility periods.
• 100% insurance premiums covered for employees and 60% for dependents.
• Generous PTO and vacation with accruals starting at hire.
• A welcoming work environment.