Customer Care Specialist

Company: HopeSource
Location: Ellensburg
Posted on: October 23, 2024

Job Description:

The customer care team's purpose is to leverage resources and resiliency of customers and work to find the most appropriate care solution for the individual. Strategies include diverting customers to existing internal network resources to enrollment in appropriate programs at HopeSource, or to refer to the network of providers in HopeSource service areas. Techniques include problem solving, risk assessment, planning, and support for timely resolution.Answer centralized phone system and transfer calls to internal partnersAssist customers, via phone, walk-in, or customer portal, and direct to appropriate resources, recording transactions in the Customer Care portal Check and maintain customer care portal ensuring that all entries are contacted within 24 hrs, ensuring adequate contact notes are recorded and follow-ups are scheduled in a timely mannerUtilize compassionate yet practical problem-solving conversations to identify the customer's strengths and resources to effectively tailor services for each individual's needsConduct Risk Assessments and make internal referralsWork with homeless households to identify strategies for doubling up, re-establishing lease terms with a recent landlord, or find 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 to hand off referred clientPerform initial assessments that include health and safety risks that determine the viability of various diversion strategies, prioritizing households in compliance program requirementsProvide comprehensive referrals for all service areas, ensuring up to date knowledge of resourcesSchedule follow-ups for queue and continued problem solvingMaintain and populate master list weekly to coordinate with outreach teams Attend all program staffing meetingsProvide emergency services as needed and document in ApricotMaintain client resources in local office ie. client room/lobby upkeep, client handbook stock, resource list maintenance, brochure stockComplete Good Received Notices for items received at the front desk Complete Cash Receipts and associated processes for donations received at local siteMay be required to travel between offices on occasion to provide servicesSome locations may require creating an outreach calendar. Minimum RequirementsRequired skills:Experience in providing direct client services with individuals and/or families in crisis. Excellent Customer Service and Communication SkillsExhibits proficiency in effective time management and meeting deadlinesComfortable with a wide variety of computer hardware and software Skilled in prioritization techniques Flexible and comfortable with frequent interruptions and changeDemonstrates exceptional active listening skillsDemonstrates a collaborative and solution finding attitudeExhibits extreme ownership over project outcomesPreferred: Bachelor's degree in a field directly related to families, case management or to the delivery of client services or equivalent experience Proven ability to network with other organizations and service groups. Monday - Friday 8am - 5pm40 Hour Work WeekCompensation details: 19-21 Hourly WagePI499f7e7b32b5-25660-35849290

Keywords: HopeSource, Kennewick , Customer Care Specialist, Other , Ellensburg, Washington